Trusted Advisor Blog

Word your message positively

When giving information or instructions to customers or coworkers, take a lesson from Lifeguards – focus on the positive. If, while at a swimming pool, a youngster starts running on the deck, the savvy Lifeguard won’t say, ‘Stop running!’ Instead, she’ll say, ‘Walk please!’ When dealing with customers rather than saying, ‘We won’t be able to deliver until the weekend,’instead say, ‘we can have it for you as early as this weekend.’ Same information but it’s likely to be better received when offered as a positive.

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