Have you ever seen yourself on video or heard yourself on audio? Yeah, I know! I never can believe that I sound like that outside my head. One time I was trying to make a short video explaining a process; no longer than 5 minutes. I thought it would be a cinch, take maybe 20 minutes to get it done. I spent an entire day doing and redoing! Either I didn't like the way I sounded, or I didn't like the way I looked, or I didn't like the words I used or stumbled over. Hah! It is a good exercise to observe yourself from time to time. You will gain some humility for sure.
But the other thing that I as a wordsmith notice, is the words I don't want to say and the words that I do want to say.
Removing "um" and "ah" are obvious. Also, ending a sentence with "so".
Adding a smile. omg, there is no way that most of us smile too much and it sure smooths almost every verbal exchange.
Try these on for size too:
Instead of: "Thank You Soooo Much"
Try: "Congratulations on your Purchase"
Why? Cuz us customers are always wondering if we could've gotten a better deal. If you exuberantly thank us we almost feel like you are more delighted for yourself and the commission you just earned. Use terms and body language that shows you are happy for us, not yourself.
Instead of: "We Appreciate your Business"
Try: "Thank you for TRUSTING us to care for your vehicle"
Why? Business is impersonal and transactional; could be one time only. Trust is relationship oriented. Build and value a relationship and you build loyal repeating events.
So think about it. What's the best way to say something? What is more than expected? What gets you more of the same? Continually look for a better word for it.
