We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little bit better, it helps to complement the action with a compliment to the customer.

Below are five sets of examples of what we could say to the customer at the end of an activity (OPTION A), and then a more positive and encouraging alternative to consider (OPTION B):

OPTION A: We processed your application.  OPTION B: We were able to process your application quickly since you did an excellent job of completing the paperwork.

OPTION A: We’ve addressed your refund.  OPTION B: Your refund is in the works, and it will be processed quickly since you made the request on such a timely basis.

OPTION A: We’re done trimming the trees.  OPTION B: We were able to get the tree trimming done earlier than expected since you did an excellent job working with us on our plan for the day.

OPTION A: We’re done with the oil change on your car.  OPTION B: We completed the service on your car, and everything checked out great!  It’s really helpful how you’re keeping up with the regular maintenance.

OPTION A: We’ve created a ticket for your issue.  OPTION B: We created a work order in our system, and you did an excellent job of providing the detail we need to resolve it for you.

To be purposeful and add a little positivity to your communication with the customer, go beyond describing what step just occurred in the process, and give the customer a little appreciation for their efforts.

Complement with a Compliment.

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