Positive Words = Happy Customers

Did you know that a single negative word has the power to induce physical and emotional stress?

Have a look at these words and think about how you feel looking at them, then try reading them out loud.

If the corners of your mouth are down, your chest feels a bit tight and you have an unpleasant feeling of heaviness within yourself,  you are unconsciously experiencing sadness, stress and anxiety.

Your brain is naturally alerted by negative words and expressions, because it’s hardwired to worry and protect you from external threats: earlier in human history paying attention to negative threats was a matter of life and death, and those who were more aware of the bad things were more likely to survive.

As a result of the above, you will remember and pay attention to negative words more than positive ones, and they can have a negative effect on your mood and feelings. The same applies to your customers, and it can affect their experience with you or your business.

No one likes to listen to words that trigger negative  emotions, however customers hear them all the time. Do the following sound familiar?

Customer: «Thank you for your help»

Customer Service Agent: «No problem»

Problem? What problem? Was there a problem?

  • The word “problem” suggests that a simple and reasonable request from the customer could be perceived as problematic by the agent

Customer: «Can I have another glass of wine?»
Customer Service Agent: «Sure, no worries»

Is there something I should be worried about?

  • “Worry” is the state of being anxious and stressed over actual or potential problems, and I bet you wouldn’t want your customers to have those feelings.

Here are some great alternatives to the most used negative words and expressions, that you can use to have a positive conversation with your customers, and make them happier when they interact with you:

  • No problem, no worries, no trouble  → You’ re welcome, certainly, absolutely​, of course, consider it done, my pleasure, definitely
  • It’s not possible →  What I can do for you instead is…, what I can offer as an alternative is…
  • Sorry for making you wait → Thank you for waiting, thank you for your patience

BONUS TIP: Stop using words like “I’m afraid“, “unfortunately“, “sadly”  at the beginning of a sentence, they just sends negative vibes:

❌ “Unfortunately your package is going to be delayed, and I’m afraid it won’t be delivered until Thursday”

✅ “I would like to inform you that your package is going to arrive later than expected, and it will be delivered on Thursday instead of Monday”

 ❌ “I’m afraid your room is not ready yet”

✅ “Your room is not ready at this time, what I can do for you is…”

To conclude, here is a quote from the book “Words can change your brain” by Mark Robert Waldman and Andrew B. Newberg, redefined by me:

“Choose your words wisely, because they will influence the happiness and the relationships with your customers, and your personal wealth.“

Credit: Photo by Julia Avamotive from Pexels