• Sumo

No matter whether it is personal or business, how, when and it way you say something, can either make or break a relationship or sale.  There is power in words.

With words, you can build someone up or knock them down.  Make them feel loved and appreciated or hurt and lonely.  You can relate a product that meets someone’s need, or, turn them away from the very thing that could help them.

There is a saying, “If you’ve nothing nice to say, then don’t say it”.  How many times have things been said in anger and later regretted?

If we were stop, just for a moment, before saying something, then this world would be a better place.  Instead of hiding behind words and stating things in a way that is ambiguous, let it be clear and understandable.  Then there are no misunderstandings and we know where we stand.

Think, if you don’t want people to speak to you in a certain way, then consider how you might sound to them.  Having been in the support industry, some customers feel they have the right to have a go at you, even though you are there to help them.  I always wait until they have finished what they want to say, ask if they’re done, then proceed to deal with their issue.  In other words, I take control of the situation, lead it to a calm conclusion.  They leave with a new confidence in the company and will say positive things about it.

I have come across a video that nicely conveys how helping someone state something in a different way can make the all the difference from a small success to a big success.  Have you the time to help someone else, even if it is a moment?

After you have watched it, let me know what you think.


Makes you think, doesn’t it?

For more help and advice on learning “how” to think and not “what” to think, then visit Yvonne’s site

Filed under: Malcolm Charlaw

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