7 Words That Will Ruin Your Client Interactions

Whether you are talking face-to-face or corresponding through the written word, the impact your words can have is often underestimated.

We all know that body-language, non-verbals and tone of voice can have a big effect on how a message is conveyed, and words, too, can influence the meaning and thought-processes of another person. 

Have you ever been in a conversation with someone who tends to use a particular word so often that you focus on it and even count how many times they use it in their sentences?

It sometimes becomes a game to see if they really are aware of this ‘hook’ word, and you tend to become sidetracked from the main point of the conversation as you analyse the ‘crutch’ word they seem to be in love with so much! 

There are some words that people use that can actually ruin your conversations with clients and prospects because they overtake the meaning and act as a sort of distraction from the focus of the interaction.

Here are seven that are often displayed in meetings or emails that can have a negative impact: 

Literally 

I heard someone say recently when describing their concert experience ‘I literally died when she sang that song’.

The fact she was standing there describing the experience showed me this was untrue. 

The word describes an action that is true in the strictest sense, though now it seems to have seeped its way into conversations to emphasis a hyperbolic or figurative statement.

Avoid this crutch word at all costs, as it can jar in the other person’s mind as they try to figure out why you would use the word where it doesn’t fit. 

Basically 

Many people now use this word to create a sense of finality or authority, as in ‘Basically, our products are made to last.’

It should only be used to describe something that is elementary or fundamental, but it has become a support word for many as a ‘filler’ in conversation. 

Actually 

One of my pet hates, and a word that has almost become an unconscious verbal tic to many people. 

The word should be used to describe something that exists in reality, but is often used to add emphasis to an idea in a sentence, as in ‘I actually don’t know that’.

It’s a habit that can drive many people to question your conversational ability when used too often. 

Honestly 

When mentioned often, it encourages the other person to determine if other things you have been saying haven’t been so honest.

As in ‘Honestly, this is the best price we can offer’.

Seldom does the word actually mean what it says, in that if you are able to offer a better price, it shows a distinct lack of honesty as opposed to being real and true. 

Drop this crutch as it can confuse clients and others in their acceptance of what is honest and what is not. 

Like 

Used as a filler in a sentence, as in ‘It’s like you know like so cold out there there like freezing and I don’t know when like it’s gonna get warmer like’. 

Often used to fill a gap while the person thinks about their next idea, it can ruin the meaning of a conversation as it’s not effectively ‘like’ anything! 

The word like should be used to describe something similar as in a metaphor to enlighten the meaning of something when it’s difficult to describe in another way.

Using it as a filler word only reduces your credibility in the client’s mind. 

You know 

This filler, used to try to gain time while you contemplate what to say next, can detract enormously from the conversation.

Saying ‘you know’ or ‘you know what I mean’ every couple of sentences creates a feeling of insecurity in the other person as they have to contemplate what the person is trying to get at, and wondering why they have to ask this pseudo-question every few moments. 

Obviously 

Another pet peeve of mine, as if it is so obvious, why do you have to say it in the first place?! 

If the word is used where it’s unnecessary, the listener tends to lose focus as they are wondering why it’s obvious, and if it is so, then why does it need to be stated? 

Again, drop this as a filler because it is so distracting. 

Many times people use this fillers, crutches or distractors when they can’t think of other things to say or they are nervous.

Either way, it detracts from your ability to build rapport with a person as they are wondering why you have to use these words out of proper context. 

Actually, I have to, like, finish now, as I obviously have other things to do and, you know, I honestly have literally just got to get on, so basically, that’s all for now.

Thanks again

Sean

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