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TIP 20: Don't Explain Things to Customers. « Barbara Khozam's

Does it say Google on your paycheck?

Negative Ned Says…

Ned with Question Marks above HIs Head

“I don’t want to insult the intelligence of my customers. They are adults. So I talk as little as possible. If they want an explanation, they’ll ask for it or look it up on the Internet. They wouldn’t want to be treated like children, would they? I like to keep it simple. You want to buy this or not?”

Positive Paul Says…

Positive Paul

“Good communicators can explain things in a way that does not leave others feeling dumb or inadequate. When you communicate why something needs to be done, people understand things better and are therefore more willing to comply with your request. For example, which of the following sounds better?

  1. “Here. You have to fill in this paperwork,” or “This is a confidentiality agreement. Please fill in

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