Given a choice, most people will choose to do business with a friendly business rather than a business-like business. The words you use can help position your business as a friendly business. Let me give you two examples.
Business-like: You have to complete this form.
Friendly: You need to complete this form.
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Notice how changing just one word can make an instruction a little friendlier. Now, let’s look at another example.
Business-like: What are you looking for?
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Friendly: How can I help you?
Often, it’s the little things which make a big difference in how customers feel about your business. Take some time to analyze what you are saying to your customers and try to make your expressions a little friendlier. It doesn’t cost you anything, but it is a good tool to help you maintain and grow your business.
