Top 10 Right/Wrong Things To Say To A Client
Try this when dealing with sensitive matters — sing this Johnny Mercer Ballad. “Ac-cent-tchu-ate the positive with me…”
You’ve got to accentuate the positive
Eliminate the negative
And latch on to the affirmative
Don’t mess with Mister In-Between
By Cindy Ann Peterson, Internationally (CIP) Certified Image Professional, Originally Posted in AICI Global Magazine, July 2014 Communication & Etiquette Feature | The Association of Image Consultants International
Size
Don’t Say… “You don’t fit into this store’s clothes.”
Do Say… “This store doesn’t cater to your needs.”
Shape
Don’t Say… “We need to get you looking like an hourglass figure, which is considered the perfect figure.”
Do Say… “Let’s find your body shape and work with styles to define the look for your desired effect, as we are all precious works of art, each unique and amazing.”
Weight or Age
Don’t Say… “Your weight and age are a major factor in your style decisions.”
Do Say… “We are not concerned with your weight or age, since this doesn’t matter. Let’s look at your measurements and find the perfect looks for your body shape and style you want to project.”
Color/Colour
Don’t Say… “Since you want to hide your body, wear black.”
Do Say… “Let’s look at your personal coloring and find your best colors, so no color sabotage allowed. You come alive when you wear your best colors. Let me show you.”
Updated Look
Don’t Say… “Your wardrobe is out of date.”
Do Say… “Looking at your wardrobe, would you be interested in adding some new styles that will be perfect for the office and also carry out to a night on the town?”
Footwear
Don’t Say… “Unusual size of feet or bunions are problematic in finding shoes.”
Do Say… Let’s find some shoes to fit your needs. I know a number of good brand/retail options.”
Foundation Garments
Don’t Say… “Your body needs extra support and your current undergarments aren’t working.”
Do Say… One great way to look and feel good in everything you wear is to wear foundation garments that fit. Did you know that you should get a new bra every six months, or if you gain or lose weight? Let’s find some that fit you and make you feel fabulous.”
Hair and Makeup
Don’t Say… “Your hair and makeup say you’re trying too hard to look young.”
Do Say… “Keys to beauty are finding the styles that work best for you now. Could we take a look at an idea book? When you look at your face we have internal and external lines. Let me show you how we can work on this to your advantage.”
Proper Fit
Don’t Say… “Did you know when you wear clothes that are too tight you look ten pounds heavier?”
Do Say… “You say it’s been a while since you went shopping, let’s try a few items and see what works the best. We want it to fit and make you feel fabulous. Would you like to try this? Okay?”
Wardrobe Transition
Don’t Say… “I can see you have lost your edge for dressing. It’s so sad when you see a person lose their identity.”
Do Say… “I am so glad you called me. I am thrilled that we get this time to work together and define your next great life adventure. Let’s get started. This is what I’m trained to do, you’re in great hands! It’s my pleasure to help you today.”
Yes, your words matter and how you communicate with your clients can be the key to a successful future. Use empathy, thoughtfulness and kindness in your business interactions and think before you speak.
A kind word is long remembered.
