Unfortunately is More Than a Word

Unfortunately! It’s more than a word, it’s a signal. It’s a signal that whatever follows is sure to be bad. When you’re on the phone with a customer service representative the last thing you want to hear is the dreaded “unfortunately.” You know full well that shortly after unfortunately you’re going to hear the even more dreaded “can’t.”

 

Never tell someone what you can’t do, tell them what you can do. For example, if a friend asks you to help them move on Friday but you can only help them on Saturday then don’t say I can’t help on Friday but I can on Saturday. Just say you can help on Saturday. The psychological difference is huge.

 

“Can’t” gets burned into their memory… You become the person or company who can’t. We think differently about people who can’t and we certainly don’t buy from or do business with people who can’t. 

 

Think about every time you’ve heard the word unfortunately. How many times has it been followed with “you’ve won the lottery?” I’m betting not once!

 

There are a lot of words we would be better off just leaving out of our vocabulary; but, never, and always are just a few. Unfortunately is another one. 

 

Unfortunately is like chewing on an old dirty sock, it may not kill you but it sure leaves a bad taste in your mouth. 

 

If you are in any type of customer service role…I shouldn’t have to say this but somehow I fill compelled; if you are in business or work for a business, regardless of your title, role or job description, YOU DO HAVE A CUSTOMER SERVICE ROLE… do everything you can to avoid using the word unfortunately. 

 

No matter how positive the statement is that you make after using that unfortunate word it will seem like a negative to the person on the receiving end. 


Fortunately with a little forethought you can almost entirely eliminate unfortunately from your vocabulary.  Choices matter, even the choice of the words we use each day. Choose well!