Say This! Not That!

Customer: “I can’t get to the bank today. Can I pay you next week?”

DON'T SAY: "I guess that's OK."

INSTEAD, SAY THIS: "No need to head to the bank. I can save us both time by texting your invoice, and you can pay from your phone instead."

Customer: “That price seems a little high for just walking my dog.”

DON'T SAY: "I can give you a discount, just don't tell my other customers."

INSTEAD, SAY THIS: "Prices are based on experience and the TLC we give your pet while they're in our care."

Customer: “This company did me wrong! One star!”

DON'T SAY: "I think you're exaggerating the experience you had."

INSTEAD, SAY THIS: "We hate that we missed the mark. Let's connect so we can make things right."

Customer: “I know you're a plumber, but can you remodel my bathroom?”

DON'T SAY: "I've never done that before. I can YouTube it if you want."

INSTEAD, SAY THIS: "Let me refer you to a business that would be perfect for that job."

Customer: “Oops, I didn't realize my appointment was today.”

DON'T SAY: "Sorry, we forgot to call you."

INSTEAD, SAY THIS: "Let's update your phone number in our system so you can receive appointment reminders by text message or email."

Customer: “Why is it so hard to reach someone from your company?”

DON'T SAY: "Sorry, we're only available from 9 to 5."

INSTEAD, SAY THIS: "We're sorry. Did you know you can book an appointment on our website whenever it's convenient for you? Even if it's after hours."

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6 Ways to Respond to Tricky Customer Comments

We've all had a customer say something that catches us off guard. This cheat sheet with help you avoid saying the wrong thing at the wrong time!

Customer: “I can’t get to the bank today. Can I pay you next week?”

DON'T SAY: "I guess that's OK."

INSTEAD, SAY THIS: "No need to head to the bank. I can save us both time by texting your invoice, and you can pay from your phone instead."

Customer: “That price seems a little high for just walking my dog.”

DON'T SAY: "I can give you a discount, just don't tell my other customers."

INSTEAD, SAY THIS: "Prices are based on experience and the TLC we give your pet while they're in our care."

Customer: “This company did me wrong! One star!”

DON'T SAY: "I think you're exaggerating the experience you had."

INSTEAD, SAY THIS: "We hate that we missed the mark. Let's connect so we can make things right."

Customer: “I know you're a plumber, but can you remodel my bathroom?”

DON'T SAY: "I've never done that before. I can YouTube it if you want."

INSTEAD, SAY THIS: "Let me refer you to a business that would be perfect for that job."

Customer: “Oops, I didn't realize my appointment was today.”

DON'T SAY: "Sorry, we forgot to call you."

INSTEAD, SAY THIS: "Let's update your phone number in our system so you can receive appointment reminders by text message or email."

Customer: “Why is it so hard to reach someone from your company?”

DON'T SAY: "Sorry, we're only available from 9 to 5."

INSTEAD, SAY THIS: "We're sorry. Did you know you can book an appointment on our website whenever it's convenient for you? Even if it's after hours."

Master Invoicing Etiquette

Say 'No' to the Wrong Jobs

Get the 24/7 Assistant You Need

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SAY THIS!

NOT THAT!

6 Ways to Respond to Tricky Customer Comments

We've all had a customer say something that catches us off guard. This cheat sheet with help you avoid saying the wrong thing at the wrong time!

Customer: “I can’t get to the bank today. Can I pay you next week?”

DON'T SAY: "I guess that's OK."

INSTEAD, SAY THIS: "No need to head to the bank. I can save us both time by texting your invoice, and you can pay from your phone instead."

The best way to get paid on time is to make it convenient.

By using a payment processor that allows you to send invoices digitally, your clients can pay on the go or even ahead of time.

Customer: “That price seems a little high for just walking my dog.”

DON'T SAY: "I can give you a discount, just don't tell my other customers."

INSTEAD, SAY THIS: "Prices are based on experience and the TLC we give your pet while they're in our care."

You’ve put time and energy into perfecting your craft so charge what you’re worth.

If you plan to raise your prices as your skillset increases, be sure to let customers know in advance.

Customer: “This company did me wrong! One star!”

DON'T SAY: "I think you're exaggerating the experience you had."

INSTEAD, SAY THIS: "We hate that we missed the mark. Let's connect so we can make things right."

A bad review can ruin your day but you don’t need to let it ruin your reputation.

By handling those less than flattering reviews in a calm and professional manner, you’re actually showing potential customers that you care enough to make it right.

Customer: “I know you're a plumber, but can you remodel my bathroom?”

DON'T SAY: "I've never done that before. I can YouTube it if you want."

INSTEAD, SAY THIS: "Let me refer you to a business that would be perfect for that job."

If someone requests you do a project and it’s out of your league, it’s best to refer someone who’s qualified and walk away.

You risk ruining your brand if you take the task on and do a less than stellar job.

Customer: “Oops, I didn't realize my appointment was today.”

DON'T SAY: "Sorry, we forgot to call you."

INSTEAD, SAY THIS: "Let's update your phone number in our system so you can receive appointment reminders by text message or email."

You shouldn’t have to spend hours calling to confirm appointments. Set up automated, time-based reminders for customers via email or text message.

This way, the customer doesn’t miss their slot and your staff isn’t wasting their time.

Customer: “Why is it so hard to reach someone from your company?”

DON'T SAY: "Sorry, we're only available from 9 to 5."

INSTEAD, SAY THIS: "We're sorry. Did you know you can book an appointment on our website whenever it's convenient for you? Even if it's after hours."

Unless you're running a call center, it’s unlikely that you have someone ready to answer the phones 24/7. But customers still want to book appointments or set up services outside of the typical 9 to 5.

Allowing your customers to book online gives them the freedom they want, and gives you the time off you desperately need.

Master Invoicing Etiquette

Say 'No' to the Wrong Jobs

Get the 24/7 Assistant You Need

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