You Guys, Avoid these Words, Phrases, and Gestures

Avoiding unprofessional words, phrases, and body language gestures — such as “you guys,” “folks,” and pointing — is more about professional, rather than political, correctness.

Communicating professionally with customers is a core customer service skill. For example, customers become uncomfortable, if not offended, when customer service representatives use profanity. Although customers might be accustomed to hearing profanity from their odd uncles, they don’t expect to hear profanity from customer service representatives.

But communicating professionally with customers extends well beyond not using profanity. Professional customer communication also requires businesses and their customer service representatives to avoid words, phrases, and body language gestures that fall short of the customer service professionalism goalpost.

This week, we’re focusing on three particular words, phrases, and body language gestures to avoid when communicating with customers.

“You Guys”

The phrase “you guys” — as in “Do you guys want any refills?” — together with its common derivative “Hey, guys!,” has injected itself into our customer service lexicon. And that’s not necessarily good, especially if “you guys” is used when communicating with female customers.

Now, before assaulting us with accusations of promoting political correctness, let us pose a question to “you guys,” and we’re specifically addressing our male readers. Please answer honestly: Would you feel uncomfortable, even a little bit, if a restaurant server referred to you as “you gals” or “you girls” instead of “you guys”? Remember, be honest! 🙂

That being said, the default use of “you guys” is more about professional, rather than political, correctness: Even if female customers don’t feel uncomfortable being referred to as “guys” and male customers don’t feel uncomfortable being referred to as “gals” or “girls,” the phrase “you guys” lacks professional flair. Instead, simply use “you” or “anyone,” as in “Do you want any refills?,” “Does anyone want any refills?,” or “May I refill anyone’s drink?”

“Folks”

On its surface, the word “folks” appears innocuous; however, the issue with “folks” involves its rather strong implication. Historically, the word “folks” referred to simple-minded, unsophisticated, and uneducated people.

Believe it or not, the historical meaning of “folks” continues to lurk in our society. Want proof? How many times have you heard commentators praise a political candidate’s ability to use “folksy” language? Notice how using “folksy” language is presented as a positive attribute, despite the word’s strong, albeit hidden, implication.

In any event, the word “folks” also falls short of the customer service professionalism goalpost. In other words, (pun intended), it’s simply not professional to refer to customers as “folks.” Substituting “you” or “anyone” in place of “folks” eliminates the issue.

Pointing

Next time you ask a Disney cast member for directions to the nearest restroom, pay special attention to how the cast member responds. Rather than pointing, the cast member will extend his or her arm and use the open palm of his or her hand to gesture the direction of the restroom. In fact, Disney cast members are specifically trained to not point, but rather to use the palm of their hand to communicate direction.

Why? Because pointing is not considered a professional method of communication.

Indeed, just a few weeks ago while dining at a restaurant in New Orleans, I asked the server the location of the restroom. Like a Disney cast member, the server used the open palm of his hand — which, by the way, had “professionalism” written all over it — to gesture the direction.

Bottom line: Gesture directions to customers with your open palm, not your finger!

This week, inventory how often you and your employees say “you guys,” refer to customers as “folks,” or point when providing directions. Although our customer service advice this week might appear trivial, please remember that customer service professionalism is never a trivial matter: words, phrases, and body language gestures matter.

As always, have a “customerific” week!

Mark