Customer Service Training TIps

When Customers Refuse Good Advise

Enhance Communications when Customers Refuse Your Good Advise

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.


Was this helpful?   For additional information on this topic:  Influence and Persuasion Skills 

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


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