Yes. No. Ok. Monday. Yea. You get the picture.

When we answer anyone, let alone a customer, client, friend, family member, coworker, one-word answers are perceived as cold and rude. It’s that simple.

If you’re reading this I am going assume you went to 3rd grade and I believe that’s just about where we learn “3 words make a sentence”. Answering with only one word probably won’t get you a RED X or cancel an order – but it makes people feel cheated.

I know, I know, “well, Nancy, everyone does it. Well, as my Dad used to say to me when I told him “everyone does it (whatever “it” was) His standard answer to me was “well, Nancy if everyone was going to jump off the Brooklyn Bridge would you?”

Let everyone else use one-word answers; but love to have all who care – start saying, “Yes, I will”. Or “Your order will arrive Monday” . Or “Ok, that’s something we can do”.

Watch our one minute video One Word answers and see if this all doesn’t make good sense to you.

Thank you! (that’s 2 words)

Nancy Friedman

Nancy Friedman

Nancy Friedman, customer service keynote speaker, is founder and chairman of Telephone Doctor Customer Service Training and a featured speaker at franchise, association, and corporate meetings around the world. A popular TV guest, she appeared on Oprah, The Today Show, CNN, FOX News, Good Morning America and CBS This Morning, as well as hundreds of other radio, television and print outlets around the world, including the Wall Street Journal, and USA Today. The author of 9 books on her chosen topics, Nancy helps corporate America improve their communications with their customers & co-workers.