Do I really have to?
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“I’ll have to ask my manager.” How often we say this to our clients, both internal and external. There’s nothing wrong with telling someone you will find the answer he or she needs from someone else, but what I question is the choice of words. If you say you “have to” do something, it implies you don’t really want to do it. You can almost hear the sigh under the breath and see the roll of the eyes as someone tells you he or she “has to”. A much better choice would be “I’ll be happy to ask my manager for you”. Notice I have made two changes here. I have removed the offending “have to”, and added the magic phrase that adds value to your service attitude: “for you”. Even worse than “I’ll have to” is “you’ll have to”. How well served do you feel when someone says, “That’s not my area. You’ll have to call Purchasing.”? Again, it’s very easy to come up with a better alternative, such as “Unfortunately I don’t know the answer, but I’ll tell you who does. John Smith over in Purchasing will have the information you need—here is his direct telephone number.” Alternatively, offer to transfer the call. Even better, offer to find out who has the information and have that person call the customer back within a short time. When you find out that John Smith in Purchasing is the person, don’t just ask him to call the customer. Explain the situation and what is required, so that when John calls he will be prepared with the necessary answers, and the customer will not have to tell the story all over again. Take a few moments to think of how you word your own responses. Write the phrases down, and challenge yourself to come up with more service oriented language for each one. Now add a smile to the mix, and the person will feel valued even before you begin to help. Now that’s service oriented communication! © 2004 Helen Wilkie All Rights Reserved. You may reprint this article for your online or print publication so long as you include the complete article and the following paragraph: Helen Wilkie is a professional speaker, consultant and author who helps companies do better business through better communication. Her latest book is "The Hidden Profit Center". To received free monthly tips and techniques on communication, visit http://www.mhwcom.com or http://www.HiddenProfitCenter.com and sign up for "Communi-keys". Reach Helen Wilkie at 416-966-5023 or hwilkie@mhwcom.com |
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