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Top 5 Customer Experience Mistakes From Grant Cardone

Updated on September 9, 2014

Phrases Customers Hate

What are the 5 Customer Experience Mistakes? What do customers HATE to hear? Why does customer service suck?

In this video from You Tube, Sales Training Expert Grant Cardone will discus the top 5 phrases that every customer hates the most and how you can improve customer service and satisfaction in your company.

Whether your a company of one, an employee of a large company, a manager or owner of a company of any size, do not allow your customer service to fall into the pits of negativity. When that happens you will be losing time, money, and customers.

I strongly suggest you emulate and take Grant's advice here in order to better service your invaluable customers and clients.

5 Customer Experience Mistakes


#1. I don't know

Basically, when a customer calls and asks you a question you don't have the answer to and you tell someone "I don't know" what you're actually telling them... what the customer actually hears is, "you're wasting your time with me, I'm an idiot, I'm a reservoir of no data!"

In other words, the client, customer, prospect hears, "I can't help you, I have no information for you."

And what do you think the client, customer or prospect is calling you for?

A client, customer, prospect is calling you for help and information so they can make a decision.

Instead of saying "I don't know," consider saying, "that's a great question, let me find that out for you."

This keeps you honest and of service. Now I don't know about you, but when I need service, whether that's before of after the sale, I need someone who is willing to help me achieve what I'm looking for. Telling me you don't know is basically telling me you're not interested in helping me.

#2. I can't do that

This could also be called, "How To Piss Off A Customer In Four Words"

This is another perfect example of telling a customer you're not willing to help them. If a customer asks for a price or a shipping time or anything, when you say, "I can't do that," it literally sounds like you're not willing to help them even if you are. Even if you're just following company policy, make it your policy to:

Tell people what you can do, not what you can't do!

Before saying you can't (or won't - because it sounds like that too) try one of these:

  • "I'd be happy to do that for you, let me see what I can work out."
  • Yes we can! Let me see if there's something available! Actually...
  • Of course sir/ma'am. We want to take care of you. By the way, would you consider...?

Which leads us to the next pet peeve of handling "no" with a customer.

#3 It's a company policy

Nobody and I mean NOBODY ever wants to hear this. This is your opportunity to practice The Golden Rule because you KNOW you hate it when you hear it so when you catch yourself saying it, give someone a dollar and vanquish this phrase from your vocabulary.

Nobody cares about your company policy so don't resort to it as a way to justify why you can't (or won't - remember that) do something for a paying - or soon to be - customer.

If you have a policy, either break it or don't bring it up.

Sell the reason. Here's a few start up examples:

  • Sir, just wanted to let you know, this may not be the best place to..."
  • Ma'am, I understand you don't have a receipt and I want to help you with this. I can exchange it for you, would that help?
  • Mr. Customer, I have an idea, in order to save you time and serve you better....

#4 Mind holding?


Yes I would mind holding.

Don't ask - tell

Control the call - not the caller. Does that make since? When you talk to someone or put them on hold, you may be tempted to be "polite" or "nice" but what you need to do is take a level of authority with them. Not in a rude way, just I'm helping you and need to put you on hold. There's no need to get permission or apologize. Just do it respectfully.

Grant says just say this: "Hold please." And then put them on hold. Simple.

Here's another version: "Excellent question! Let me find that out for you. I'm going to put you on hold for just a minute."

Way better than, "would you mind if I put you on hold?"

#5 That's impossible

Telling an American something's impossible only makes them want it more!

Grant says it best in the video, we're not going to the moon, another universe, another planet to fetch rocks!

As a customer, I'm asking you to help me with something.

"C'mon man, get your game on" Grant challenges!

Take care of your customer. This goes right in line with "I can't" Your customers don't need to hear what you can't do.

Help them!

How 'Bout You?

Which One REALLY gets under your skin???

See results

In Conclusion

When you read Grant's best selling book, Sell Or Be Sold, you'll learn that service is senior to selling.

"But, Dave! I'm in customer no-service, not the sales department!" You say!

Look here's the deal. Regardless of what you think your job title is, you're either selling someone on why they should continue to do business with your company or why they should not. Trust me on this, if you interact with customers, you're also in the sales department. The sub-title is How To Get Your Way In Business And In Life. If you deal with people in any way, shape or form, this book will benefit you.

And guess what the number one rule of selling is?

The #1 Rule of selling is, Always, Always, Always Agree With The Customer. You'll learn that in Sell Or Be Sold too. You need to establish a place of agreement with someone in order for there to be any REAL communication between you two. Argument and disagreement only succeeds in creating distance between you and the client.

Make service your number one priority and taking care of your customer. Listen to them, communicate with them and handle their concerns. This will build confidence in you and your company ensuring this client comes back again and again, which creates revenue for the company which allows them to pay you and keep you employed!


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