In the realm of service, particularly in sensitive sectors like deathcare, the ability to fully own client interactions and choose words thoughtfully is not just beneficial—it’s essential. Effective communication can significantly enhance the perception of our competence and empathy, reinforcing trust and building stronger relationships.
Taking ownership in client interactions means more than just responding to inquiries; it involves a proactive approach to resolving issues and ensuring satisfaction. When a client approaches us with a concern, it is crucial to address not only the immediate needs but also any subsequent steps that might be required. This approach demonstrates our commitment to providing exceptional service and shows that we value their trust and confidence in our ability to handle their needs.
Taking ownership also means avoiding passing the responsibility to others. It’s about ensuring the client feels heard and supported throughout their interaction with our organization, and it highlights our dedication to their care. A consistent “the buck stops here” mentality will enhance your business exponentially.
The Power of Careful Word Choice
The words we choose in our interactions can have a profound impact on how clients perceive us. By adjusting our language, we can maintain a position of authority and trust:
- Escalating Concerns: Instead of phrases that might diminish our authority like, “Let me ask my manager,” opt for “Let me check on that for you.” This small change ensures that clients see us as knowledgeable and capable of verifying the answer(s) ourselves, reinforcing our role as their primary point of contact.
- Introductions: Changing “This is my manager” to “This is our Service Manager,” or “this is our Office Manager,” not only personalizes the introduction but also strengthens the professional context, enhancing the client’s perception of teamwork and expertise within our organization.
When you say you need to “ask your manager,” and the response does not align with the client’s hopes or they have additional questions, they may feel compelled to bypass you and speak directly to your superior. This can undermine your role and reduce their confidence in your capabilities. Instead, use language that asserts your expertise and ability to handle their needs independently, thereby preserving the strength of your professional relationship.
Fore example, if a client inquires about an organization guideline or capability to meet a specific request, a response like “Let me double-check our policies for you,” or “Give me just a moment to check on that for you,” not only addresses their question but also reassures them of your intent to provide accurate and helpful guidance.
A Call to Empathetic Communication
As professionals dedicated to serving others at critical moments, it is paramount that we own our interactions and choose our words with care. This practice does not merely enhance our professionalism; it builds enduring trust and confidence with the clients we serve. By ensuring consistency and reliability in our communication, we position ourselves not just as service providers, but as compassionate allies during our clients’ most challenging times.
Embody these principles in every interaction, thereby elevating your service and honoring the trust placed in us by those you serve.
