No-No Words
A double negative that often minimizes engagement
What is "no problem?"
This is a more value-based word you should use instead of "price"
What is "investment?"
This common phrase, often used when initiating a call, immediately lowers your authority and makes you sound apologetic for doing your job
What is "Sorry to bother you?"
This filler word implies the rest of your message might be false
What is "Honestly?"
This is a less formal and more approachable word for contract or client legal agreement (CLA)
What is "onboarding document" or "paperwork?"
A softer phrase for a signature that feels less intimidating
What is "approve or okay?"
This term can make clients feel rushed, pressured, and unprepared when discussing important dates
What is "deadline?"
Rather than saying "we can't do that," this phrase keeps the tone light and positive
What is "here's what we can do" or "here's what we can offer you?"
"Cancel" sounds final and aggressive, but this alternative is more flexible
What is "change direction?"
This word can make our fee sound like a burden or unexpected cost to the client
What is "charge?"
This overused phrase during a call or email makes outreach sound like an afterthought
What is "Just following Up?"
Instead of saying “You must” or “This is our procedure,” use this softer, more collaborative phrase to guide clients in the right direction
What is "What we recommend is" or "typically, clients find it best to?"
This phrase can sound passive-aggressive or impatient during follow-up
What is "I haven't heard back from you?"
A more empathetic way to ask clients to purchase our services
What is "Would you like some peace of mind knowing your affairs are in order and in the hands of a professional?"
To correct a client without sounding harsh or dismissive
What is "let me clarify that a bit further?"