Watch Your (Business) Language
The words you use, and even the ones you don't, significantly impact how people perceive you. Turns out, you may be communicating poorly without knowing it.
Here are three offenders and how to avoid them:
Don't reveal that you are too busy, even if you are. Work can get crazy. But complaining to customers about how busy you are can be mistaken for a cue that you don't have time for them or their referrals! In fact, they may help by leaving you alone.
When clients ask how you're doing, have a positive script that won't turn them away, such as: "Business is very good! We have a lot of exciting projects underway, and we're always looking for new, high caliber clients like you/the ones you've been referring."
Listen first, sell second. You may have the perfect product and all the right answers, but remember your customers want to be heard before they want to be sold.
People get deep satisfaction from unloading their issues, especially to someone whom they expect will listen. Not only that, but letting your customers "get it all out" can often reveal further business opportunities.
Remember, they can hear you slouch. Everyone knows body language is critical in presentations and meetings. What about over the telephone? When you slouch or frown on the phone, you telegraph that energy and people can "hear" it. When you sit up straight and smile it changes your demeanor—studies show it can even change your mood!
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