You Say Potato...I Say Potaaaato...
You say customer... I say client....
Choice of words or phrases can make or break a deal! Certain words have similar meaning but very different connotation to a client's ears. In the example I gave above, the word client is an upscale word used in elite professions such as law, and really describes a person with whom you would have an on-going relationship with, a trusted relationship.
Customer, on the other hand, gives off a more merchant tone. I go to the local convenience store and buy a pack of gum...I am a customer...I may never go back there again, but I am still a customer!
What are some other replacement words or phrases which enhance our communication skills while meeting, presenting, and negotiating with a client?
Replies to This Discussion
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Permalink Reply by DealerELITE on
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Well said Nancy !
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Permalink Reply by Craig Lockerd on -
Well I really like this discussion and would like to stay on the difference between a client and a customer.....Client...Person under our protection....customer is somebody we exchange good or service with for money!
Example....person walks into a hardware store, asks for a power drill, "salesperson" buries him in the most expensive one in stock....."Customer" pays and walks out
Hardware store number 2 ....person walks in asks for a power drill...PROFESSIONAL SALESPERSON asks what type of job he is doing..."Putting up a shelf" is Clients answer...Salesperson sells him the best screwdriver in the place.....Client for life,fully under protection of a pro who is interested in future business and referrals! -
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Permalink Reply by Rick Bryant on
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Nancy
Thank you for reminding me just how important choice of words are
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Permalink Reply by NANCY SIMMONS on
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No problem...or shall I say, "my pleasure"... LOL
Do you have any "choice" words to share with us?
Rick Bryant said:Nancy
Thank you for reminding me just how important choice of words are
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Permalink Reply by Gail Sproul on
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This is a good one Nancy! I have always referred to people that do business with me as my client and never my customer! Happy to be of service instead of glad to help you.
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Permalink Reply by Ralph Rasmuson on
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Hey, babe! I don't think words matter, Honey. Chics like you like the "slang" we use on the car lot. Seriously, "market value" is a phrase I like to use. The market established what we can sell ours for, and the market established the value on your old car. Don't blame me, blame the market!
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Permalink Reply by Tobias Sedillos on
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Great topic here Nancy… And to note your kind comment to me earlier, I am a big fan and student of Mr. Jim Rohn's work. I began my in-depth study and personal development 10 years ago – but I must say that his stuff is clearly the best! For example, on this very topic he says:
"Well-chosen words mixed with measured emotions is the basis of affecting people."
And
"Vocabulary enables us to interpret and to express. If you have a limited full capillary, you will also have a limited vision and a limited future."
Everybody in our industry should have a few of his books and audio programs at hand – for themselves, and the people on their teams.
On the subject of
Customer versus client
Let us also consider...
"Would You "Versus "Let's"
Contracts Versus Paperwork
Salesman Versus Consultant
Professional Versus Student
Our Versus Your
Used Versus Preowned
Unsold Client Versus Referral Source
Missed Sale Versus Future Opportunity
Get Versus Earn -
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Permalink Reply by aaron kominsky on
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Doesn't that fall into customer experience? you experience is based on the choice of words that are used to describe how you were treated!!!!! so if you are not being engaged and not being lLISTENED TO then there is no customer experience because there is no words that describe A POSITIVE FEELING RIGHT?
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Thanks Gail! I like "Glad to be of Service" ! Thank you!
Gail Sproul said:This is a good one Nancy! I have always referred to people that do business with me as my client and never my customer! Happy to be of service instead of glad to help you.
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Thanks again Tobias! Fantastic word tracks! You get an A+ for this post and I will look up Jim Rohn's work further!
Tobias Sedillos said:Great topic here Nancy… And to note your kind comment to me earlier, I am a big fan and student of Mr. Jim Rohn's work. I began my in-depth study and personal development 10 years ago – but I must say that his stuff is clearly the best! For example, on this very topic he says:
"Well-chosen words mixed with measured emotions is the basis of affecting people."
And
"Vocabulary enables us to interpret and to express. If you have a limited full capillary, you will also have a limited vision and a limited future."
Everybody in our industry should have a few of his books and audio programs at hand – for themselves, and the people on their teams.
On the subject of
Customer versus client
Let us also consider...
"Would You "Versus "Let's"
Contracts Versus Paperwork
Salesman Versus Consultant
Professional Versus Student
Our Versus Your
Used Versus Preowned
Unsold Client Versus Referral Source
Missed Sale Versus Future Opportunity
Get Versus Earn -
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Hey Dude, Are you pickin' up what I'm throwin' down?
Seriously, "Market Value" is a great term because in itself, it expresses that the market fluctuates and what could be the value today may not necessarily be its value a month from now!
Thank you for your contribution!
Ralph Rasmuson said:Hey, babe! I don't think words matter, Honey. Chics like you like the "slang" we use on the car lot. Seriously, "market value" is a phrase I like to use. The market established what we can sell ours for, and the market established the value on your old car. Don't blame me, blame the market!
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I guess I would call it a Client Experience Aaron, based on my discussion! But, YES, engagement with your client is of the utmost importance! Which is reciprocated talking and listening by both parties with a sincere understanding of what each is actually saying!
aaron kominsky said:Doesn't that fall into customer experience? you experience is based on the choice of words that are used to describe how you were treated!!!!! so if you are not being engaged and not being lLISTENED TO then there is no customer experience because there is no words that describe A POSITIVE FEELING RIGHT?
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