Choosing the right words: why it matters

The challenge with words and communication is that what the receiver of your message ‘hears’ is more important that what you meant. Not choosing the right words, or taking the time to consider their impact, can have a massive impact.

Language is a complex and sometimes nebulous thing, for sure. However, it’s crucial to choose the right words and think about how your customers (and prospects) will interpret them. Everything you do and say will give them a message – whether it’s positive, negative or confusing, builds trust or sows doubt.

You also need to consider the effect of the language your business uses internally because it will likely be re-used by your customer-facing staff.

This article from Inc.com looks at three phrases to eliminate from your staff’s vocabulary because they make customers think that they’re about to be short-changed. It’s well worth a read.