Expressions to avoid

Last week we looked at 10 expressions you should avoid. Here are eight more.

#1. “Wow. I can’t believe you did that.”

A prospect made a poor investment decision and paid the price.

Why: He may feel he made a stupid mistake. You just confirmed it.

Instead: “How did this happen? Tell me about it. Start at the beginning.”

Read: 10 expressions to avoid

#2. “Can you make it quick?”

A client calls and you’re in the middle of something. It’s important so you brush them off.

Why: You imply her issue isn’t important.

Instead: “I’m with a client right now. Can I call you back in 30 minutes? Then you’ll have my undivided attention.”

#3. “I’ll watch it for you”

Or, “I’ll keep my eye on that stock for you. If it comes down to $30 I’ll let you know.” A client wants to buy or sell a stock but isn’t convinced yet. You’re trying to be helpful.

Why: You’re taking an unofficial order and exposing yourself to liability. What does “watch it” mean? If the company got a takeover bid and the stock popped, the client would have expected you to take action.

Instead: “I’m not at my desk all the time. I can’t watch a stock constantly. What if I’m out sick? If you want to take action we can place an order that goes live if the stock crosses a threshold.” Explain stops and limits.

#4. “Can this wait? I was just heading out the door”

You need to get moving or you’ll miss your flight.

Why: We’re in the service business, so clients must come first. Something may need an answer immediately. You need to balance your time commitments without slighting the client.

Instead: “I’m on my way to the airport. Can I call you in 10 minutes when I’m in the cab?”

Read: Top 10 myths about clients

#5. “Get your best price. I’ll match or beat it”

You’re implying the price you quoted isn’t your best offer.

Why: You’re commoditizing your services and implying your skills bring no value. They sense the price you quoted is the start of negotiation and they’d be foolish to accept it.

Instead: “Investing is an ongoing relationship. You should understand how we make money. Here’s what we charge and why. Here’s how we add value.”

#6. “The firm made me do it”

Used when there’s an unpleasant development such as fee or asset-minimum increases. Also avoid, “If it were up to me….”

Why: It weakens the client-advisor bond because you’re shifting the blame.

Instead: “I’ve taken on additional responsibilities at the firm. I’ll still be working with individual clients but the asset levels will be higher…” For a fee increase: “We’re introducing a different pricing scale in July. It’s going to change how we discount established relationships. Fortunately I have some leeway.…”

#7. “There must be some mistake”

Your client calls because statement values are down or they were charged a stiff fee. You want to avoid an argument.

Why: You’ve given them hope that values haven’t gone down or fees weren’t charged. It’s likely the statement is correct.

Instead: “I see what you mean. I don’t have all the facts but I’ll look into it. I’ll try to call you back by end of day Thursday.”

#8. “Better you than me”

The client’s in an awkward situation that will be difficult to unravel.

Why: You’re creating distance in the relationship.

Instead: “That’s a tough situation—thanks for explaining the details. I realize you’ve already thought this through, but it sounds like you have three options.…”

Read: When clients complain about good news