I recently called a local retailer to speak with the owner. Granted, I wasn’t a customer, but the person answering the phone didn’t know that. When the person answered the phone, I gave them my name and asked for the owner by their name. This is what I heard on my end of the phone, “He’s kind’a busy right now.”
That was it. No one offered to take a message, ask if they could assist me or suggestion of a better time to call. My gut reaction was not positive. If I’d been a potential customer, not only what was said, but how it was said and the lack of any offer of assistance was truly a deal “killer”. Maybe I’m just being too sensitive. But, with all the choices for what this retail establishment has to offer me, I’d be looking elsewhere.
A “killer” phrase cuts both ways. Every verbal interaction can move an opportunity forward immediately or stop it dead in it’s tracks. And, it’s not just what is said, but how it’s said and what is implied as a next step or not. In my case, the person on the other end of the phone was dull and flat in their tone and delivery. What struck me most about what they said was the next step was up to me. There were no words to move the conversation forward in a positive manner. What was not said was, for me, the deal “killer”.
If I’d heard something like, “Thank you for calling. Mr. X is with another client right now. Is there anything I can help you with?”. First of all, I’d feel valued as a potential client even if I wasn’t intending to be a client. I’d put them on my list for future purchases. If I was a vendor, I’d think this company was on the ball and a great place for my products to be offered. Most importantly, I’d put them on my word-of-mouth referral list.
I might have responded, “Thanks, but I do need to speak to Mr. X”. A great response on the other person’s part might be, “I appreciate that. I believe Mr. X might be available later this morning. May I take a message and ask him to call you?”. Again, I’m being offered a positive way to communicate with Mr. X. I’d feel like the business establishment was interested in who I am and what I want. Even though I’m not a client, I get a very strong picture of how this business does business - that’s always positive.
Simple “killer” phrases can make things happen and cause people to take positive actions now and in the future. They can also “kill” the deal and, actually, create more harm then good. I suspect the person on the other end of my phone call simply thought they were relating a fact. They never thought about all the harm that could come from using the wrong phrase. For me, it was a “killer” phrase. It stopped me cold. It didn’t warm me up and prepare the way for my business or any business I could direct their way.
“He’s kind’a busy right now” - that’s a killer phrase!
Don Osborne is the author of The Profit Puzzle - a website to help you envision, plan, start, run and grow your small or home based business. The Profit Puzzle Directory links small business articles, books, courses, products, services, websites, blogs, and software covering objectives, management, finance, personnel, marketing, operations, production and resources. Use BizBuzzLink to easily share your links and quickly build your own knowledge network.
