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answer; but there was no record of that call or answer. Therefore, there was a lot of duplication of research effort, a big backlog of customer calls, and numerous complaints about delays. The manager's goal was to have the reps record their answers and send him a copy so he could put the answers into an online database. But, despite the explanation of help, he got absolutely no cooperation from the reps. |
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After reading his memo to solicit their written answers, I understood why. The memo began: "As you know, we are legally obligated to provide a four-hour response on all customer calls. Currently, we are backlogged with customer calls and making little or no progress; complaints continue to grow. . . ." A negative approach. |
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I suggested a rewording of the memo: "How would you like to get through your stack of backlogged customer calls quickly? How would you like to have all the researched answers to customer calls at the tip of your fingers? Help is on the way. For the next 30 days, I'm asking you simply to record and forward to me a copy of . . ." This positive approach generated a much better response. |
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The positive framing means to say what you're for, not what you're against; what you're going to do, not what you're not going to do; what you can do, not what you can't do. |
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The positive angle takes a little thought, but the results are well worth the effort. |
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Tip 63: Use positive rather than negative words. |
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Clinical psychologists say that we hear and remember positive wording better than negative wordingparticularly instructions. When someone reads a sign that says DO NOT DUMP TRASH HERE, that person has to switch tracks. "Hmmm. I can't dump trash here. Then where? Oh, I can dump trash over there." However, if the sign reads DUMP TRASH IN THE BIN NEAR THE BACK DOOR, the person can avoid the switching technique. |
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Not: "I wasn't able to reach him on the phone." |
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But: "We never spoke to him by phone." |
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Not: "I don't know whether I should make that purchase." |
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But: "I question the wisdom of that purchase." |
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Not: "I don't know many people here." |
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But: "I know none of the people here." |
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Not: "I can't have this ready until Friday." |
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But: "I can have this ready for you on Friday." |
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