I know that title might make immediate sense to most of you reading this, but many times people are yelling at their clients without realizing that they are.
I went into a restaurant for the first time recently and when I sat down to eat, I was immediately bombarded by orders. Not by a server or any person, but by signs and notes written all over the restaurant and the menu. On the wall over each table was a sign that said “We love your children, but we don’t love them all over the restaurant. Please confine them to your table!” On the menu were numerous notes ‘taped’ over other areas of the menu. “No substitutions!” “No coupons!” “No discounts!” “Served as is – no changes!” Even though no one had physically approached me and begun yelling, it felt as if I were.
Â I’ve had many clients approach me and want to include all sorts of ‘we don’t’s’ all over their websites, pamphlets and print advertising. I know personally that this comes from a sense of frustration with people constantly asking the same questions again and again, but it’s highly likely that you could turn a prospective client away by ‘yelling’ at them without saying a word. If your business (whether it be brick and mortar or online) spends more time telling someone what you won’t or can’t do than it does telling them how you can serve them, you’ll miss more than you realize. When I see a store or a restaurant filled with “We don’t” or “We won’t” then I go the other way. This will happen online as well. If someone sees a list of what you won’t do on your site or in your store, THEY will go the other way.
Instead, try flipping those ‘won’t’ and ‘can’t’ phrases upside down and tell people what you CAN do for them. Keep positive. You can explain what you aren’t able to do for them and cushion it with what you are able to do. Example. “Though we don’t ship overseas, we do ship a variety of methods inside the continental US.” By addressing the ‘don’t’ in the beginning of the sentence and then moving to what is available, a positive feeling has been left in the customer’s mind.
Â Staying positive and upbeat will help your clients/customers remain positive and upbeat with you and your services.