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
Hardy revised

The Future Of Health Care: Administration

Charles Hardy - UNCW College of Health and Human Services
Dallas headshot 300x300

If You Love What You Do, Why Should You Make Plans To Leave?

Dallas Romanowski - Cornerstone Business Advisors
Robindavisccu1 1011944433

Is A HELOC Right For You?

Robin Davis - Corning Credit Union (CCU)

Trending News

K9000 Dog Wash To Open New HQ Space In Wilmington

Christina Haley O'Neal - Dec 5, 2019

In Brunswick Co., Firm Buys 16 Acres For Luxury Apartments

Cece Nunn - Dec 5, 2019

PPD's Proposed IPO Comes Amid Growing CRO Market, Industry Expert Says

Christina Haley O'Neal - Dec 5, 2019

Mayfaire Town Center Welcomes Lily Pulitzer Retail Store

Cece Nunn - Dec 6, 2019

Filming Reels In Jobs, Spending

Christina Haley O'Neal - Dec 6, 2019

In The Current Issue

Can Tech Giants Break The Bank?

Are tech companies aiming to supplant banks, or are they moving into the realm as partners with established banks to help banks improve thei...


NHRMC Building Plans Continue

Even though New Hanover Regional Medical Center’s future ownership status remains up in the air, the health system has not pulled back on it...


Filming Reels In Jobs, Spending

Film recruiters this year landed five productions in Wilmington, and all but one project has wrapped....

Book On Business

The 2019 WilmingtonBiz: Book on Business is an annual publication showcasing the Wilmington region as a center of business.

Order Your Copy Today!


Galleries

Videos

2019 Health Care Heroes
August 26, 2019 Power Breakfast: A Healthy Sale?
2019 WILMA Leadership Accelerator
2019 WilmingtonBiz Expo Keynote Lunch - CEO, nCino, Pierre Naude`