Page Title

10 Phrases to Attract Return Customers

February 6, 2001

"Retaining customers is one of the most valuable money-saving objectives your team can adopt.  Language may be your team's most effective tool in maintaining long-term business.  In his book, 180 Ways to Walk the Customer Service Talk, Eric Harvey offers these simple phrases:

* The 10 most important words:
'I apologize for our mistake.  Let me make it right.'

* The 9 most important words:
'Thank you for your business.  Please come back again.'

* The 8 most important words:
'I'm not sure, but I will find out.'

* The 7 most important words:
'What else can I do for you?'

* The 6 most important words:
'What is most convenient for you?'

* The 5 most important words:
'How may I serve you?'

* The 4 most important words:
'How did we do?'

* The 3 most important words:
'Glad you're here!'

* The 2 most important words:
'Thank you.'

* The MOST important word:
'Yes.' (1999, Teamwork, p.3)."

10 phrases to attract return customers. (1999,August 20). Teamwork: Your Personal Guide to Working Successfully with People. 

What phrases do you use to attract return customers?

 Teamwork is available on loan from the OSU Leadership Center.  A complete listing of all the Leadership Center's resources is available on our website www.ag.ohio-state.edu/~leaders

Back to Top >

Created: 2009-01-02, Updated: 2009-01-15