By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training

DEFINITION: CHANGE; to make different

Why is this word so scary to people?

The word change is a scary word to some employees. It’s about as welcome as getting an electric shock.

Mainly, I believe, it’s because when we hear the word ‘change’ we aren’t sure of what’s going to happen.

* We’ll be making some ‘changes’ around here.

* This company is going through some ‘changes.’

* Even ‘change’ management is scary.

And when I tell my husband, “I’m changing the furniture in the family room” it creates havoc in our house. “Don’t change anything,” he says.

Employees particularly get worried when they hear the word ‘change.’ What if you could make the word better?

We can! Simply replace the word ‘change’ with a more positive, rewarding word – IMPROVEMENT!

* We’ll be making some improvements in this department.

* Our company is going through some improvement.

* Dick, I’m going to make some improvements in the family room.

Who would deny an improvement?

Sound much less scary wouldn’t you say? Try it today. Insert ‘improvement’ when you want to use ‘change’ and see the difference.

Thank you.


Nancy Friedman

Nancy Friedman

Communication and customer service expert Nancy Friedman, The Telephone Doctor, founder and chairman of Telephone Doctor Customer Service Training, is back in the saddle again. Well, back into live onsite programs, and still offering her ZOOM programs, in a cost saving manner. Whichever you choose, onsite or Zoom, you’ll be glad you did. The reviews are excellent, and audiences have loudly applauded her in either area. Sales, customer service and communication skills are her area of expertise, and she welcomes calls, texts, or emails. You can reach her directly at; through the website at, where you can sign up for her newsletters; or call/text directly at 314-276-1012 central time. Bring it on. Whether you need a keynote speaker or workshop/breakout speaker on customer service and communication skills, you’ll make a great choice.