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  • Writer's pictureRobert Eckelman

The documentation of the document was well documented- Doug Heffernan

One of the first lessons I received in sales was to speak & think like the customer. This was not a sales trick, it is simply a way of showing respect, building rapport and trust.

With acronyms, jargon, & tec talk do we even remember how to speak English?

Your customers are likely not industry experts. Listen to their problems and challenges and you will figure it out fast. Some industries are moving so fast that even adept clients are still on a learning curve. It is a great bonding when you can learn together.

I am not sure why we use acronyms & jargon.

It is to:

Sound smart or show that you are an expert. Keep the conversation moving at a fast pace and vague. Avoid being asked questions or to hide facts. Dominate the conversation or the customer's headspace.

Studies show excessive use of acronyms & jargon can cause clients to become confused, uninterested, and worse think of you as untrustworthy. Teddy Roosevelt said, “People don't care how much you know until they know how much you care.” I do find that to be true

I am not saying acronyms & jargon should never be used, I use them.

At times they: Produces efficient & accurate communication. Facilitate social bonding & membership Reinforce a shared identity

I am suggesting using them with caution. Weaved them into conversations. Taking time to make sure they are fully understood. Let it become your client’s idea. When clients start to speak your language, you have built a relationship.


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