Phrases that shut doors (and how to replace them)
Let me tell you something I’ve seen over and over again with small businesses here in Philly:
💬 Sometimes, you don’t lose a sale because of your product.
You lose it because of how you talk about it.
There are phrases that — without realizing — sound cold, defensive, or like you don’t care.
And most of the time, we use them because that’s what we’ve always heard.
Nobody ever taught us to speak differently.
But here’s the good news: when you change the way you say things, everything changes.
1. How are you coming across?
It’s not just what you say. It’s how you say it.
Are you speaking with warmth? Clarity? Energy?
Or are you using phrases that sound negative, rushed, or uninterested?
These are real examples I’ve heard in small Latino-owned businesses in Philadelphia:
2. Phrases that push customers away (and what to say instead)
| ❌ Not So Great | ✅ Better Alternatives |
| “That’s not possible.” | “Let me see how I can help you.” |
| “It is what it is.” | “Let me explain what’s included and see what fits you best.” |
| “That’s the price, nothing I can do.” | “I can walk you through the value behind this.” |
| “I don’t know, I just work here.” | “Let me find out and get back to you.” |
| “This is how we always do it.” | “Would you like us to adjust it to your needs?” |
🔸 Real example:
In a gift shop in South Philly, a customer asked if they could wrap the product.
Answer: “We don’t do that.”
Result: customer left disappointed.
A better option would’ve been:
“We don’t usually offer that, but let me see if I can find something nice to help you out.”
3. Tone matters too
It’s not just the words — it’s your tone, your attitude.
If you speak too fast, avoid eye contact, or sound impatient, even the best phrase won’t land well.
🧠 Tip: Pretend you’re talking to a good friend.
Would you cut them off? Speak without a smile? Shrug and walk away?
4. Use phrases that invite conversation
🎯 Practice saying things like:
- “How can I help you today?”
- “Would you like to see something similar?”
- “I totally get it — that’s important to me too.”
- “Let me show you how to get the most out of this.”
Phrases like these build trust, keep people engaged, and make them want to stay… and buy.
5. And you? How do you sound?
Ask yourself:
- Am I using negative phrases without realizing it?
- Am I explaining or just defending my prices?
- Am I opening conversations… or closing them too quickly?
Changing how you talk to customers doesn’t cost a thing — but it can change everything.
Because every word brings people closer… or pushes them away.
If you feel that you — or your team — could improve your customer communication, we’re here to help.
Message us and we’ll work with you on practical, real-world ways to improve the way you connect with clients.
Let’s talk?
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