Saturday, July 30, 2011

Can, Will, Do vs. Can't, Won't, Don't

The Earful – July 2011
By Tim Underwood

www.thewebvoice.com

A customer asks:
"Hey...you guys have any openings next week?"

A business answers:
"Nope and unfortunately we won't until the following week."

A customer asks:
"Hey...you guys have any openings next week?"

A business answers:
"We can get you in the following Monday bright and early at 8 o'clock...will that work for you?"

In essence, the question was answered the same way in both scenarios.


Though one of the two responses certainly sounds less off-putting than the other. If you chose the second example as the more welcoming of the two, good for you!

It's a little rule I have and insist that my employees follow - telling clients what we CAN do for them versus what we CAN'T do for them.

Your business won't always have the right light bulb or be able to accommodate that last-minute repair; restaurants inevitably run out of their Catch of the Day and the dentist isn't always readily available after the sticky taffy was.

It happens.

So, when you're responding to a customer, take note of how many times the words can't, won't and don't appear in the transaction. Then, the next time the situation presents, try substituting can, will and do.

It's a very subtle change that WILL help turn short-term disappointment into long-term satisfaction.