Customer Service Training TIps

When Customers Refuse Good Advice

You’ve heard, it’s better to give than receive. It’s been my experience that when it comes to advice, most people are indeed more willing to give than receive.

When advising customers, coworkers, or even family members, the challenge is generally people don’t like to be told what to do. Advice may come across as controlling or condescending.

That’s why in my Trusted Advisor seminars, I encourage participants to use what I call the humility advantage©.

It’s about guiding customers while demonstrating your respect for their intelligence. Often it’s just a matter of changing a few words. Consider how you might respond when someone tells you:

You should… vs You might
I recommend… vs I suggest
You need to… vs What if

Ironically, the alternative phrases – being less forceful, create less resistance and have more impact. Being a trusted advisor is less about telling, and more about inviting.


Today’s Chuckle
Golf got its name because all of the other four-letter words were taken


Was this helpful?   You’ll find more of Jeff’s Trusted Advisor Customer Service tips or subscribe to receive a new Business Building Tip every two weeks and stay up to date on all our upcoming events.

Looking for more training resources? Click Shop or should you be interested in having Jeff present a customized presentation for your organization contact Jeff at [email protected]

Jeff Mowatt is a customer service strategist, award-winning speaker, and best-selling author. To inquire about engaging Jeff for your team visit


Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushed customers.