This week, I thought I’d share a short video with you on the power of positive phrasing. It’s based on a segment in my “Customer Service Survival Skills” workshop where I always say, “Don’t tell people what you CAN’T do for them, just tell them what you CAN. Don’t tell customers they CAN’T do, offer them alternatives that they CAN do.”
To see this concept in action, and to hear the story about the time I jumped out a window, take a look at this 2-minute video:
This week, when you feel yourself getting ready to say “CAN’T”, stop and instead share what CAN be done, either by you or the other person. When you do, you’ll see people’s defenses go down and your conversations will be a lot more positive and productive!