Nice to see you—I’ll be there in one second.Demanding customers are much like demanding children—only you get to leave the customers at the end of the day. Regardless, apply the same principles: Notice them and make them feel special. Give them what they’re entitled to, but not too much. Explain in clear, undeniable terms that they can’t get what they want—but do give them a concrete reason … and "Because I said so" doesn’t count. Of course, if you can satiate their never-ending needs, do so. At once. With enthusiasm. This should make for a better interaction later on.
Nice to see you—I’ll be there in one second.
Just give me a moment, and I’ll be right there.
Give me a moment, would you? I’m rushing, and I’ll be right back.
I just got your message and wanted to get right back to you.
My assistant just informed me that you called.
I was just starting off to a meeting, but when I heard you were on the phone, I decided to take the call.
Please, let me get right back to you. What time works?
Try to make it special:
You can call me at … Or call my cell phone at … But don’t give it out to anyone else.
I normally leave the office at 2:00. But if you need me later, try my cell phone.
If I’m not there, ask my assistant to page me.
If I’m not there, leave the message with my assistant. She’ll find me the minute I’m back in the office.
Leave me a message. If I know it’s you, I’ll get back right away.
If you e-mail me, I’ll get back to you by the end of the day.
I’m eager to talk to you—please call me in an hour.
I can’t get out of this meeting—wish I could. Can you call me at 2:00? I’ll definitely be free then.
I can’t talk right now, but Charles will help you. He’s the best employee we’ve got.
Let me call you back—what time works for you?
What day works best for you?
What is the best way I can reach you?
Any time that’s good for me to call?
Which do you prefer? E-mail or voice mail?
I can send someone to your house—just tell me what time.
Focus on them by nodding your head, listening closely, and using these perfect phrases:
I see …
Let me get this straight …
I understand exactly what you’re saying …
Please, give me a few more details so I get a clear picture. For example …
Interesting …
That must be difficult for you.
I can understand why you have those expectations.
I can see why you need that so soon.
Yes, a lot of people feel that way.
I agree.
Well, that’s understandable.
Yes, I will definitely get it to you by …
I’m happy to say that we can fill your order at the exact time you want it.
Yes, I can get you that service. Even better, I can get you …
For you, I will order both of them. You can expect them as soon as …
Great news …
Yes, we absolutely can …
I’d be more than happy to …
You know I’m always willing to help in whatever way I can.
Negative: We can’t get you the … until March 14.
Positive: We can get you the … before March 15.
Negative: We have only two of these left.
Positive: Great—we have two of these left.
Negative: Your … will need a lot of work.
Positive: We can take care of all the work your … needs.
Negative: We don’t have time now.
Positive: I’ll make time for you as soon as tomorrow.
Negative: We can’t … until tomorrow morning.
Positive: We can … first thing tomorrow morning.
Yes, we can fix your … once we get the part from the distributor. Probably in two weeks.
We can schedule you for the twentieth if you don’t mind paying the extra $20.
We definitely can get the part for you when you return.
The job is much easier than we thought. Our expert can get to it on …
When found both of the … you want. They’re in a warehouse in Tibet, but we’ll get them as quickly as we can.
This is the highest quality … available, and it’s certified
… which is why it costs more.
Because you’re a regular …
I want to make this work out for you.
I know this is important to you.
I tried every possible avenue.
I looked everywhere, but couldn’t find …
If we have it, you’ll be the first one to get it.
We tried everyone, even our online networks, but we can’t find it.
Our agreement prohibits us from doing that.
According to company policy, we can … only when …
I would, but the law requires that we …
This would be possible if …
If you look on your contract, you’ll find that …
The best we can offer, given your plan, is …
I’m going to put a rush on it.
I’ll assign Juan—he’s the fastest.
I can switch your plan if you like.
If you decide to get the … instead, I think I can waive the service charge.
If you get the … instead, I can make sure that you get it by next week.
Let me put you on our waiting list.
I’m going to bump you ahead on our waiting list since you’re such a loyal customer.
Because this means so much to you, I’m going to …
How about if I have our store in San Diego ship one? Normally they won’t do this kind of thing, but I think I can convince them.
We have only two of the other. If you want, I’ll reserve those. But you have to let me know right now—they’re going quickly.