Here at Perceptric we're now running a competition to ferret out the worst things, (disguised, of course, as the "really" helpful) you can say in customer contact. It starts today.

Take this; as you step though the door of any LA commercial art gallery  you routinely hear;  "Do you have any questions".  Now how can you follow up from that statement?  And what does it mean? Except; 'don't speak to me'. 

I mean, could you ask "Is this framed in black, small sheet of white paper, priced at 2,000 dollars with the only graphic, the  words "I can't draw", written on it in pencil (I kid you not), a piece of good art?" Are questions like that encouraged?  Thought not? Well, lets face it, essentially, the opening statement is used to hold people at bay. It intimidates people and cut sales. I appreciate that. More for us who have iron skins. But why gallerists think its a good thing to do to potential customers is unfathomable.

And why do people still close out letters with '"Please don't hesitate to contact me with further comments or questions"  If you think that clearly means; see ya later bud, this is it, take a hike or drop dead, never call again, and, if you do, don't think you're going to get me to speak to you, except in unpleasant shout mode, you're right.  I laugh when I see it now on communications to me. It's like an open invitation for mischief. To others? You cringe for the person writing it. Its nasty.

You hear all the time about customer focused companies.Usually from that company's execs. Yet you'd be surprised how many times, the language, tone, and nature of common communications and speech actually tell the customers quite a different story.