Say This, Not That · Persuasion

Stop saying "don't mention it" to customers

When a customer thanks you, don't erase the goodwill. Say this instead.

Your customer says, "Thank you so much for helping us." And you say: "Oh, don't mention it."

You just erased the goodwill you earned.

Say this instead: "Of course. That's what we do for each other."

You helped them. Let it count. Reciprocity is one of the oldest principles in persuasion, and most salespeople delete it every single day.