– Episode 927 – Careful or Your Customer Will Hear What You Say!

Roxanne Rockvam

Thursday Blog Topic: Infinity Customer –

Quote: “It’s not what you are saying it’s what your customers are hearing” Paul McCarthy


Have you ever said something to a customer and wondered, “How the heck did they hear that?” –

This goes for both reading and hearing.

One quick funny… well I guess it’s not so funny, but looking back it is…

I had a customer that asked about a boat we had for sale… I shared information about the boat and said, it’s outside come see it.  Well… he took my statement as uncaring like… “quit bothering me it’s outside go find out for yourself” instead my my intent which was “I really want you to come see it so you know how amazing it is…” Ugh.  That was an awkward moment.

Totally preventable, too. 

Now on to today.

Learning from that experience I was talking with a co-worker about how to say we don’t give discounts without sounding snotty.

For example, it’s ok if you leave early, we have customers that do it, but there is no economic advantage. 

That sounds better than…

You won’t get a discount OR it’s the same price.

Your customers impression of your business is HOW you frame your message.  I’ve done it on this blog more than once…

When I type fast I often forget my subjects.  I write from one sentence to the next and do not acknowledge the subject and instead let the reader imply the subject from the previous topic.

That’s not a great style.

Like my “the boat is outside, come and look” comment… if you do not slow down and take the extra time to consider your customer, you can get a serious misunderstanding!

Your goal is to increase sales. The best way to do this is to give that customer that’s in front of you, or reading your post, your 100% attention.

What they hear is super duper important and while you don’t have control over that, you do have control over what you are saying and HOW you are saying it.




Tomorrow… come back for my episode on “Big Cash Small Change”!

PS:  Like my vibe? I want you to join my tribe!
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Monday – Character (Subject Matter Expert)
Tuesday – Content & Consistency
Wednesday – Midweek Motivation
Thursday – Infinity Customers
Friday – Big Money
Saturday – Try This!
Sunday – Week in Review

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