Have you ever said any of these 4 things to your clients?

Whether you’re working as a freelancer directly dealing with multiple types of clients or if you’re part of a consulting company (like I am) and your role is client-facing, there are certain words you should never say to your clients.

Why? Because they send the wrong message and every word count when money or a potential deal is at stake.

So when answering questions and presenting ideas, avoid the following words and try to replace them with the suggested ones:

• “No”. This is the worst word you can say to your client. It can be considered a hard wall your client is hitting. Instead gain some time, provide an alternative or even highlight the downside of the client's proposal. Even if the “no” is justified, try to avoid it and instead use “Not exactly”, “we can think about that”, “what about doing XXXX instead?”.

• “That’s wrong”. The word “wrong” can be taken personally and on top of that it’s an absolute word, there are no shades of “wrong”. Instead reference the accuracy of the statement implying that not everything is wrong about it, only a part of it is, something like “That’s not entirely accurate”, the “entirely” there adds a lot of shades and softens the blow. You can elaborate then, on the problems without having that cognitive bias on your client’s mind telling him you called them “dumb”.

• “We have a problem”. Problems worry paying clients, instead treat them as challenges to improve your team and your project, or even as opportunities to do something new. Instead of saying “problem”, say “We’re facing a challenge/opportunity”.

• “I can’t do anything about it”. There is always something you can do or suggest. You’re here to help, so show you’re doing everything you can on your part. If the ask or problem is impossible and makes no sense, you’re not expected to do miracles. However, saying this shows you don’t care, in fact, it leaves the ball on their court to either push for a solution/alternative or simply to go with someone else who can provide a working alternative.

Keeping your client’s best interest in mind when answering in a negative fashion is crucial to keep the relationship healthy and show them you actually add value, even in the face of problems.

Have you said any of these phrases to your clients? How did they take it?

And most importantly, can you think of any others?