By Andrea Nierenberg
“Let’s go out for a hamburger,” might sound like an appealing invitation to a lunch meeting. But how would you react if someone asked you, “How about eating some ground up cow on a bun?”
Proper word choice, so essential in business communications, can spell the difference between clients doing more business with you or going elsewhere. To make better word choices, take a look at the following phrases and their more effective alternates:
- “I’ll try to make it to the meeting.” Forget it. That expression gives a negative reading on the commitment scale. A more precise statement would be, “I will be there at 8 a.m. and will call in case something comes up.”
- “I can’t do that.” If that’s true, what other challenges will you fear taking on? Instead, say, “Let me tell you what is possible.”
- “I wonder if you would give me an answer?” Wondering is something you do when you have time to stare at the stars all night. You’ll make more progress when you ask, “Which day can you give me an answer?”
- “I should have this done by next week sometime.” We need to be respectful of other people’s own deadlines. It would be better to say, “I’ll have this done a week from tomorrow. Does that work for you?”
- “Well, to be honest ... ” When someone tells me they’re being honest with me, I immediately wonder if they aren’t always so sincere. So, leave out the “to-be-honest” filler and get to the point.
- “We can make the deadline, but it’s our peak season and there may be delays.” One of the biggest problem words is “but.” When a client hears it, it suggests that something may turn out unfavorably. Instead say, “We plan on meeting the deadline. Of course, if we anticipate any delay, we’ll let you know in advance.” An honest statement like that creates a more positive connection with a client.
- “Why don’t we meet next week?” Avoid a word like “don’t”; it communicates negativity. It’s better to say something positive and specific like, “Let’s meet Thursday.” Another negative expression is, “Don’t forget to send me your application.” A more effective alternative would be, “Please remember to send me the application.”
The bottomline: When you speak to your clients, communicate in ways that move the agenda in a positive, forward direction. Choosing the wrong words creates speed bumps, and slows down the process of meeting your client’s needs.
Andrea Nierenberg, president of the Nierenberg Group in New York City, has been featured in The New York Times, USA Today and The Wall Street Journal. She is the author of an Amazon.com top seller, Nonstop Networking: How to Improve Your Life, Luck and Career.
March 2007
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