5 Things You Should Never Say to a Client
As a professional, whether you work in construction or you’re making and selling organic soaps, there are certain things that you should never say to a potential client or customer. Client trust isn’t easy to build already, so here’s a few things not to say that will make it even harder to build trust.
"I don't have time right now." While this feels like a statement we might say often out of necessity, there are other ways to phrase this that might help build trust. Clients want to know that they’re a priority, even if you’re schedule is full. Try something like this instead, “I’d love to help, I am booked out a ways, let’s see when can get you on the schedule.”
"That's not my job." Requests for work that falls outside of our capacity, training or company goals happen all the time. Approaching these “side quest requests” with a helpful conversation can avoid making the client feel dumb. Another option would be to say, “That’s outside the scope of my skills, but I’ll get you a good recommendation.”
"They sure didn’t do a great job." Too many times we catch ourselves cleaning up someone else’s mess or gaining new clients due to other business owners’ mishaps. It’s important to remember, even if it’s super obvious, affirming that they would like better work and that you can provide it is okay. But engaging in hefty or lengthy discussion about the lack of skill of a competitor may end up leaving a negative impression.
"That’s just company policy." Policies are helpful and can keep your company safe but using them as a quick way to get out of something will feel dismissive. If you have to use policy in the conversation, take some time to explain the policy and see if there’s a solution somewhere.
"You're wrong." Or some version, of I know better than you do. Client relationships are a constant dance between your skills and their preferences. Disagreeing with a client can be tricky, but it's important to approach it with tact and diplomacy. Arguing with a client can come across as confrontational and dismissive. Instead, try to find common ground and work towards a solution together, acknowledging their preference and opinion about the work.
Want to know 3 phrases that will build client trust? Read them here and add them to your vocabulary!