November 21, 2019 —
According to authors Val and Jeff Gee, the best way to get customers to comply with your requests is to have them commit to the action by saying “yes.” In general, people feel the need to make their actions consistent with their words.
A study of the language used to confirm appointments illustrates this point. When reps said, “Please call if you have to cancel,” 30 percent of customers did not keep their appointments.
When reps used the phrase, “Will you please call if you have to cancel?” and received an affirmative reply, only 10 percent of customers failed to keep their appointments.
By asking customers to agree to call, more customers called to cancel or reschedule and fewer appointments were missed.
More from Val and Jeff Gee appears in the November issue of Customer Communicator newsletter.