A good retail one: don’t say “sorry for your wait.” Say “thank you for waiting” or “thank you for being so patient”.
Something to do with… it makes people feel good about themselves if they think they’ve done something for you, which in turn makes them more likely to keep being patient.
This works with signs, too. “Keep off the grass” is the least effective, followed by “please keep off the grass”, with “thank you for keeping off the grass” being the most effective.
I’m pretty sure this is more likely to make me walk across the grass though - it feels like they’re assuming what I’m doing, which feels offensive enough for me to make sure they’re wrong about it.
Yup. “Thank you for keeping off the grass” is presumptuous. It presumes that I have kept off the grass and/or will keep off the grass. And that kinda makes me want to stomp all over the grass.
So similar thing I learned in sales. I avoid using the word “help” because if you ask something like “is there anything I can help you with”? The word “help” subconsciously makes them feel like you are implying they are weak, vulnerable, and need assistance. Where as if you ask them “is there anything I can do for you”? The word “do” has a more positive connotation and implies that you are offering a service or a gift, which more people are likely to agree to.
I often don’t like it when customer service people say this to me if I have been waiting to resolve an issue that is the company’s fault, because my waiting is barely a choice; the company screwed up and now I am ‘forced’ to spend time getting it resolved.
Only apologize or thank me when it’s personal and sincere. (The size of the business matters a lot in if the apologies or thanks feel genuine.)
I might be in the minority, but it is painfully obvious and pisses me off when companies do this. I’d much rather get an apology than a comment on my own emotional regulation while taking zero accountability. They’re basically saying it’s my fault for being annoyed.
I don’t think a retail manager would appreciate, “Thank you for remaining calm as your car took unexpected damage” over “I’m sorry I hit your car,” so why do they think I’d prefer the former for them making me wait?
