One of the best ways to inspire confidence in clients and end-users is to never lead with “I don’t know”. This can easily be rectified by letting the clients know that anything you don’t have experience in can be answered by someone in your circle.
When you're working with a client, saying "I don't know" can significantly impact the client relationship and undermine your credibility. Here are four reasons why it’s important to handle situations with more care:
- Client Trust: Clients rely on your expertise and are often under stress due to technical problems. When you say "I don't know", it may make them feel that they can’t rely on you to resolve their issue. It can create doubt about your competence and affect their confidence in your ability to help.
- Professionalism: A key aspect of professionalism is demonstrating resourcefulness. Instead of simply admitting uncertainty, it's more helpful to say, "Let me find that out for you", or "I’ll investigate and get back to you as soon as possible". This shows you're proactive and dedicated to solving their problem.
- Problem-Solving Mindset: Saying "I don't know" too quickly can close off opportunities for problem-solving. Often, it’s better to explore the issue, check available resources, or consult colleagues. Clients expect IT professionals to work through challenges and find solutions, not just acknowledge a lack of knowledge.
- Building Relationships: A positive client relationship is built on collaboration. By showing you’re invested in solving their problem, you build rapport and trust. Clients are more likely to return and recommend you if they feel you're genuinely trying to help them.
What to Say Instead:
- "Let me look into that for you and I’ll get back to you shortly."
- "I’ll find out and keep you updated."
- "That’s a great question. I’ll do some research and get back to you with an answer."
This way, you avoid saying “I don’t know”, and instead frame yourself as someone who is proactive and solution-oriented, which is key in maintaining client satisfaction.
Interested in learning how to get your team Customer Experience trained? Reach out to our office at 905-228-4809 today!
