Be Concrete
Use words people can picture: say the field officer called you back the same day, not we offer great support.
Field data and experiments show concrete words make people feel listened to and raise satisfaction, though the work comes mostly from customer service settings.
Why it works
Abstract words like solutions or support make no picture in the mind. Concrete words do, so people remember them and feel you understood their problem.
How to do it
- Find your abstract words: solutions, support, quality, value.
- Ask what it looks like in real life and say that instead.
- Repeat the customer's own concrete words back to them.
- Use a real object or place: the godown, the dealer meeting, the kharif season.
What to say
You'll get three CVs on WhatsApp by Thursday evening.
I'll call the candidate's last two dealers myself.
Avoid
Corporate words like end-to-end solutions. They sound smooth and say nothing.
Example
A candidate complained that her interview was moved twice. Instead of saying we value your time, Rohit said: I'll fix your new slot today and send you the panel names by 6 pm. She stayed in the process.
Practise it
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