If you had small children growing up in the early naughties, you would remember children’s TV character Bob the Builder’s catch phrase “Can We Fix It?” to which his colleagues would enthusiastically respond “YES WE CAN!!.
These three words were made even more famous by US President Barrack Obama in his 2008 election campaign.
So why do so many business’s we deal with create barriers by focusing so much on NO WE CAN’T?
You’ve heard it before – “We can’t fit you in till tomorrow”…”We can’t send it out today”… ”We don’t deal with blah blah”…”We can’t do that”.
Tell customers what you “CAN DO” not what you “CAN”T DO” and not only will you will create a much more happy and loyal customer, you will grow your business at the same time.
A business colleague of mine who works as a mortgage consultant for a small local bank often has to inform prospective customers of the bad news that they can’t have a loan approved. Instead of focusing on the bad news, she will help them by advising them what they CAN DO to help themselves get a loan approved. For example she may advise them to save some money, which not only helps the customer, but has the added advantage of increasing business for the bank. In maintaining this positive practice, she develops a win/win situation.
A small chiropractic clinic I deal with will often respond to my telephone call requesting an appointment, with “We can’t fit you in until tomorrow!” Did I say I wanted an appointment TODAY? They have made an assumption and in doing so have created a barrier. I respond by saying “Perfect, tomorrow is actually when I wanted the appointment.” But when I hang up I am feeling more than a little frustrated by their negativity.
Stand out from the rest by maintaining a positive attitude and always telling your customers what you CAN DO. You will gain their trust and build rapport with them much more quickly. They will leave your business with such a positive impression that they will tell others and create more business for you with word of mouth referrals.