Most service veterans agree it’s often not what you say but how you say it that gets you in trouble. Some remarks are practically guaranteed to make poor impressions and are best avoided altogether. The list that follows represents a sampling of things better left unsaid, based on real life (mostly unpleasant) experiences.
“What if…?”
Regardless of how the customer finishes this question, rest assured that any specific answer you give will be etched permanently into the customer’s memory. For instance, when a buyer asked what type of home was to be built on an adjacent home site, the salesperson shared that matching the small site to a suitable floor plan was proving to be a challenge.
“What if you can’t find a floor plan to fit on it?” drew the salesperson’s prediction: “Maybe we’ll leave it open space.” When construction began on that small site, life got very interesting for all concerned. A simple, “We’d have to discuss that when it happened” prevents such excitement and leaves your options open.
“Site visits are prohibited.”
You may as well say, “we have a lot to hide” because that is what buyers hear. Replace this unreasonable (and mostly unenforceable) policy with “You’re welcome to schedule site visits by calling ahead of time; we’ll accompany you and make note of questions for follow up. For safety reasons, we ask that you arrange for children under 16 to be cared for elsewhere when you have a site visit.”
“The building department passed it.”
When a customer is concerned about a detail in his or her home, this comment is a poor response. Building departments are just as fallible as the rest of the population. They can and do make mistakes. “Let’s schedule a time for me to look at this with you” shows interest in and respect for your buyer. And don’t be surprised if you find something that needs attention.
“I’ll try.”
“Trying” makes you sound weak and ineffective. If you are uncertain of what you can accomplish, describe the steps you will take to find out. For instance, if a buyer is anxious to learn whether her hand-painted tile is available, don’t’ “try” to find out. Simply say “I’ll call the supplier and get back to you Wednesday with an update on what I learn.”
“Just tell them at orientation; they’ll take care of anything you want.”
This is a classic salesperson’s method of deflecting customer concerns about details as the home nears completion. Equally troublesome is: “Don’t worry about a thing–your home will be perfect the day you move in.” No home is perfect, on move-in day or any other day. Replace both of these troublesome comments with “Our commitment is to deliver quality equal to what you saw in our model [or, if you don’t use a model, the occupied homes you visited].”
“Warranty will take care of that on your 30-day visit.”
Salespeople are not alone in putting feet in the company’s mouth. This one is typical of a superintendent’s efforts to avoid listing more orientation items. The tactic is unfair to the home buyer and to the warranty person. If a detail fails to meet promised standards it should be listed and corrected when noticed, not pawned off on the warranty person.
“We go way beyond the warranty standards.”
The issue with this is that no one has successfully established measurements for “way beyond.” The statement opens all standards to personal opinion and interpretation. “Our warranty manager checks everything thoroughly and applies common sense. We also provide guidance about maintenance when you need assistance.”
“That’s not covered by the warranty.”
Customers do not like to hear “not.” Stick with affirmative statements: “That is a maintenance task; let me walk you through how to do it.” Many times customers ask for warranty service on items because they do not know how to address them. Take time to provide information and education rather than abruptly cutting the conversation short with a negative response.
“I’ll have to look that up.”
On the surface this one sounds OK. But consider replacing it with “I’ll be glad to look that up” and you quickly see the improvement. Avoid making customers feel that they are a bother and be happy to help them–even if doing so is a bother.
“I’ve never heard of that before.”
Just because information is new does not make it wrong. Keep an open mind. Home buyers sometimes know more than you might think. Especially if a customer encountered problems with a product or material in a previous home, he or she may have investigated that subject and can be quite well-informed. You’ll do well to listen, ask questions, and agree to further study.
“You’re out of warranty.”
The status of the warranty is relevant but you need more information before you can base decisions on mere dates. Inspect the items in question. First, because the effort shows the homeowner you are being reasonable. Second, because seeing the details may enable you to provide information that leads to a solution for the homeowner. And last, because in some cases in spite of the technical status of the warranty, you DO have an obligation.
