Comments on: Lifesaving Language http://www.returncustomer.com/2006/10/16/lifesaving-language/ Learn beneficial marketing and business principles from everyday experiences Tue, 06 Jul 2010 14:08:53 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Joe Rawlinson http://www.returncustomer.com/2006/10/16/lifesaving-language/comment-page-1/#comment-216 Joe Rawlinson Thu, 09 Nov 2006 23:23:12 +0000 http://www.returncustomer.com/2006/10/16/lifesaving-language/#comment-216 Lexica, Thanks for sharing that concept of reinforcing the positive action you want someone to take. You're right, sometimes we just glaze over the negative and remember the key words that we heard. That reminds me of my little boy whom, at times, barely listens to anything I say but is much more receptive if I phrase something in the affirmative instead of starting with "no" or "don't." Lexica,

Thanks for sharing that concept of reinforcing the positive action you want someone to take. You’re right, sometimes we just glaze over the negative and remember the key words that we heard.

That reminds me of my little boy whom, at times, barely listens to anything I say but is much more receptive if I phrase something in the affirmative instead of starting with “no” or “don’t.”

]]> By: Lexica http://www.returncustomer.com/2006/10/16/lifesaving-language/comment-page-1/#comment-215 Lexica Thu, 09 Nov 2006 20:46:06 +0000 http://www.returncustomer.com/2006/10/16/lifesaving-language/#comment-215 Another point is that by phrasing it as a negative, the attendant was drawing attention to the wrong thing. In an accident, I can easily imagine someone thinking "help, what did she say before? Something about the rear door. Go to the rear door? That must have been it." It would be much more efficient if the attendant said, "In case of an emergency, use the FRONT exit. That is, move to the FRONT of the plane and exit through the FRONT exit." In case of emergency, people will remember "She said front, something about front - get to the front exit!" Another point is that by phrasing it as a negative, the attendant was drawing attention to the wrong thing. In an accident, I can easily imagine someone thinking “help, what did she say before? Something about the rear door. Go to the rear door? That must have been it.”

It would be much more efficient if the attendant said, “In case of an emergency, use the FRONT exit. That is, move to the FRONT of the plane and exit through the FRONT exit.” In case of emergency, people will remember “She said front, something about front – get to the front exit!”

]]> By: Joe Rawlinson http://www.returncustomer.com/2006/10/16/lifesaving-language/comment-page-1/#comment-203 Joe Rawlinson Tue, 17 Oct 2006 19:31:56 +0000 http://www.returncustomer.com/2006/10/16/lifesaving-language/#comment-203 Glenn, Good point. Keeping it simple is always the best way to communicate. Glenn,

Good point. Keeping it simple is always the best way to communicate.

]]> By: Glenn (Customer Service Experience) Ross http://www.returncustomer.com/2006/10/16/lifesaving-language/comment-page-1/#comment-202 Glenn (Customer Service Experience) Ross Tue, 17 Oct 2006 13:57:06 +0000 http://www.returncustomer.com/2006/10/16/lifesaving-language/#comment-202 One of the worst misused pieces of jargon today is "value proposition" when used to mean "benefit." You might get by with it if your customer is McKinsey, but nearly everyone else is going to think you're just trying to impress them by using big words. One of the worst misused pieces of jargon today is “value proposition” when used to mean “benefit.” You might get by with it if your customer is McKinsey, but nearly everyone else is going to think you’re just trying to impress them by using big words.

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