Follow Bill Linkedin Twitter Facebook
Email Bill Email
Marketing & Sales
May 3, 2017

‘My Pleasure’: Why Customer Lingo Matters

Sponsored Content provided by Bill Hunter - President & Creative Director, Wilmington Design Company

Chick-fil-A is dominating the fast-food industry. The company generates more revenue per restaurant than any other fast-food chain in the United States, according to QSR magazine.

Chick-fil-A's average sales per restaurant in 2014 was $3.1 million. Its fried-chicken competitor, KFC, sold $960,000 per restaurant that same year.

Despite its relatively small size - and the fact restaurants are closed on Sundays - Chick-fil-A also ranks highly in terms of its total sales. The chain generated nearly $5.8 billion in revenue in 2014, making it the eighth-largest fast-food chain in the country.

So what is the secret to Chick-fil-A's success?

Beyond the food, which gets high ratings from customers like me, many analysts point to Chick-fil-A's exceptional service and consistent use of positive phrases such as “my pleasure.” That refreshing approach distinguishes Chick-fil-A from its competitors, highlighting the importance of the little ways you communicate with customers.

When customers call, email or chat online with customer service representatives, they have come to expect to most likely get mediocre to horrible service. Of course, what you do can be as important as what you say. But your choice of words will have a significant effect on the way the customer hears what you're saying, and consequently the way he or she feels about and reacts to it.

Here are some of our favorite active, enthusiastic, genuine and upbeat words that could dramatically change the way your customers react to conversations, e-mails and text chats.

They are ridiculously simple, yet powerful tweaks to the normally bland, predictable language of customer service:

  • Delighted
  • Absolutely
  • Pleasure
  • Happy
  • Sorry
  • Yes
On our office wall at Wilmington Design Co., we have a large canvas bearing the words, “Go the extra mile - It’s never crowded!” We pride ourselves in doing more than what is expected for our clients, and it is our pleasure to take the extra steps needed to lead our clients to success.

When working with our clients’ customers, we adapt our speech and written correspondence to include language that elicits positive emotions and encourages customers to take action by using simple affirmative words. We find more prospects gravitating towards our clients’ promotions and offers, which makes a clear impact on our clients’ leads and conversions.

Going the extra mile with the thoughtful use of some positive trigger words in your business communications will not only result in a much happier customer, but it can also support your business growth and expansion. You'll absolutely change the entire tone of your customer interactions.

Contact us at [email protected] or (910) 395-9997 to help communicate positive trigger words with your customers and excite them about your service and products.

Bill Hunter and the WDC team believe that honest business and innovative design go hand-in-hand. Their talented team of designers, marketers and developers are as diverse as our work. They offer a range of services, including marketing strategy, branding and creative web and application development, as well as digital marketing solutions specific to your business. Contact Bill at [email protected] or visit  www.wilmingtondesignco.com.  

Other Posts from Bill Hunter

Wdc 300x250 growyourbusiness
Ico insights

INSIGHTS

SPONSORS' CONTENT
Mike stonestreet 300x300

Three Primary Responsibilities Of Your HOA’s Board Of Directors

Mike Stonestreet - CAMS (Community Association Management Services)
Headshot2 3182020512

How Dehumidifiers Increase Efficiency, Air Quality

Chris Jones - Green Dot Heating & Air
Tonyharrington wrar300x300

Democracy Is Not A Spectator Sport

Tony Harrington - Cape Fear REALTORS®

Trending News

Mayfaire Losing Town Center Drive Tenant

Cece Nunn - Nov 24, 2020

Bone & Bean BBQ To Close At The End Of November

Jessica Maurer - Nov 25, 2020

CFCC Foundation Welcomes New Board Members

Christina Haley O'Neal - Nov 24, 2020

End Of Days Distillery Gains New Accolades, Releases New Spirits

Jessica Maurer - Nov 25, 2020

With Smaller Local Workforce This Year, GE Aviation Warns Of More Cuts Nationally

Christina Haley O'Neal - Nov 24, 2020

In The Current Issue

With Growing Firm, Veteran Secures Jobs

Hostess Cakes brought D.J. Oates to North Carolina; fire kept him here, where he founded Optimum Fire & Security six years ago....


The VR Way To Train

Jenson8, a human resources technology company establishing its U.S. base at the UNCW's Center for Innovation and Entrepreneurship, provides...


Survey: Visitors Come Back For More

Ninety-five percent of surveyed visitors to Wilmington and area beaches reported being satisfied with their experience. Feedback provided in...

Book On Business

The 2020 WilmingtonBiz: Book on Business is an annual publication showcasing the Wilmington region as a center of business.

Order Your Copy Today!


Galleries

Videos

2020 Leadership Accelerator: Virtual Workshops for Real Leaders
2019 Health Care Heroes
August 26, 2019 Power Breakfast: A Healthy Sale?
2019 WilmingtonBiz Expo Keynote Lunch - CEO, nCino, Pierre Naude`