Rep: “Who would be the best person to talk to about this?”
Customer: “I think that would be Chris, he’s heading up this project.”
Rep: “Great! Can I speak with him?”
Commenting on a response is dis-empowering. Professionals who are comfortable in their position simply pause, then respond. The commenting word above is “great.” It seems peppy and positive but is in fact insincere, downplays the interaction, and distracting. Here’s why: is it really “Great!” that Chris is who you should talk to?
NOPE.
Chris is working a job and it’s good that you get to talk with him. Not great. Great is too intense a response. Most people won’t process all that information, it just feels off-putting, not quite right.
How then, should that same interaction look?
Rep: “Who would be the best person to talk to about this?”
Customer: “I think that would be Chris, he’s heading up this project.”
Rep: “*Pause. Can I speak with him?”
This version sounds a little bit more serious, doesn’t it? That’s alright, it’s also more sincere. If you’re up for it, practice removing any comments on responses. Soon you’ll find the interactions that used to be a little awkward or uncomfortable are much more easy to have. Ever had that feeling when talking on the phone that the other person has a stronger position than you? This will help with that too, because anyone you pick up the phone and speak with is your equal, regardless of their position. This small language change will help facilitate that.
Other words to consider removing?
“Excellent.”
“Sweet.”
“Awesome.”
Word not to get rid of?
“Thanks!” is appreciative and not a comment. Put it wherever you like.
Thanks.