Don’t you just love those automated telephone services? Someone who sounds like the world’s most beautiful woman repeats the messages to you in the most patient way. But it doesn’t help. For many people, dealing with a telephone robot is pure torture.

“Your call is important to us, we’ll be with you as soon as possible.” WHAT? I’VE BEEN WAITING FOR TWENTY MINUTES!!!!

“Sorry, I didn’t get that. In just a few words, please tell me again the reason for your call.” I JUST WANT TO SPEAK TO A HUMAN BEING!!!

“I’m sorry, that PIN is incorrect. Please enter your PIN.” I HAVE NO IDEA WHAT MY PIN IS, THAT’S WHY I’M CALLING. LET ME SPEAK TO A REAL PERSON!!!

There are plenty of “experts” who will tell you what to say to your customers. And there’s no doubt what you say is important. But how you say it and when is at least as important as the words you use - and that’s not something you can learn in advance.

Success is a result of developing rapport and building relationships. It comes from listening carefully and gauging how to say what you need to say. As Steven Coovey (Seven Habits of Highly Effective People) famously said – “Seek first to understand, then to be understood.”

Wise words indeed. If you don’t agree, feel free to use all those perfect lines without any discrimination. And just like our robot friends, you can ignore it when your client relationships ultimately implode.

All the best,