Your words matter.
It is important to remember that when you’re talking to your customers or your potential customers, your words matter a lot. It can be as simple as removing some negative words from your conversations.
An example of that is you can replace “No problem” with “Yeah, I can help you with that”. Although that is quite subtle, those small changes can paint a more positive picture to your customers. This language can not only be used while talking to a customer in person or on the phone, it can also be implemented in messages, emails, and texts.
There is another small, but vital mistake most of us make while talking to customers and that is referring to our business as PDR. There are only a handful of people who actually know what PDR stands for. It is something we need to focus on when talking to customers. Another acronym we should be avoiding in the business is RNI. While other dent repair professionals will understand what you’re talking about, your customers will not and quite obviously get confused.
The best way to go about this is to discuss everything with your customer in a language that is easily understood. Talk to them about how you would have to remove a few screws to get to a panel and reassure them that it can be put back together just the way it was.
One handy tip is to use “damage assessment” rather than a “free estimate”. The former gives people an idea of what you are going to do or check before they can get an estimate of their repair. Both phrases are basically the same, but “damage assessment” stands out from the rest which is a good way to boost your business.
Get in touch with me through Facebook or email and let me know the words you use when you talk to your customers. Go to DentRepair.com to get your tickets for the Mind Your Business seminar and learn how to promote your business.
This episode was brought to you by Gene, Dave, and Kip who are hosting the 2nd Mind Your Business Seminar in Orlando on February 3rd 2020 at Inventure Tools. Sign Up here before the seats are all gone.