- February 17, 2020
- Author: D. Scott Mattson
Tip Alert
Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While the change is subtle, the effects are drastic. Say one of your products is back-ordered for a month and you need to relay this information to a customer immediately. Consider the following responses: Negative language: ” I can’t get you that product until next month. It is back-ordered and unavailable at this time. ” Positive language: ” That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse! ”
Redirecting the conversation from negative to positive places focus on the proposed solution. When the outcome takes center stage, it reduces the odds that customers will be upset.