Often, discussion of getting and keeping clients focuses a good deal on what to say and do. But what about all the things you really shouldn’t say? It’s all too easy to say something perfectly innocent and realize later that it didn’t cast you or your company in the best light.
No one is perfect, but here are four things you should never let pass your lips:
1. Never answer, “I don’t know.” Now, it may be true that you don’t know, and no one expects you to know everything, but those three words just won’t sit well with your clients. They make you sound clueless and maybe even a little helpless. They undermine your client’s confidence that you can help her. Instead, use confidence-inspiring words, such as “I will find out for you” or “Let me check on that for you, ” or even “That’s a very good question. I will evaluate/consider/ tally/ research and get back to you ASAP.”
2. Never ask, “Who are you?” Of course, most of us would never ask such a thing, but you may be tempted to ask a client or prospect to refresh your memory concerning who they are and what they need from you. Your clients and prospects expect you to have a great memory, and even more critical, to consider them important enough to remember. Always take good notes and have them close to the phone, so you can easily whip them out and get up to speed about the person on the other end of the phone. If your notes don’t help or aren’t handy, feel your way through the conversation to get up to speed without making your client feel he just wasn’t important enough to remember. This may mean you need to let your client or prospect lead the conversation for a bit while you get your bearings.
3. Never ask your client or prospect to “Call back.” While it is okay to leave a message for a client or prospect to give you a call, never indicate that you will sit around waiting to hear. For example, if your client calls and you simply cannot complete the conversation, don’t ask him to call you back on Wednesday. This puts the ball in her court, but it’s you who wants to get her business and make money. Leave yourself the room to continue being the aggressor. Ask your client/prospect when would be a better time to talk and let her know you will contact her then. Waiting for her to reach out to you leaves way too much to chance.
4. Never say, “I’ll assign my A-team.” This implies that while you have a top-notch team to hand, the rest of your company’s team members are simply average or even substandard. That’s not the kind of image you want to present. Instead, always let your clients know that you have the best of the best working with/for you and that you will assign the team members with the skills that best match the client’s needs.
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