Years ago, I started giving a talk called The Power of The Customer Experience.

Part of the talk was Words To Use & Words To Purge

I recall people literally jumping out of their chairs when I shared these lists and reasons. (love me an enthusiastic audience!!)

Here’s the (short) list, enhanced with a few more, for you today.

Words to Use

  • Thank you!
  • I appreciate you
  • Hello & Good-bye
  • No
  • Yes
  • Of course
  • And
  • Can, Will
  • Confidence


Words to Purge

  • No problem
  • Have a good day
  • Maybe
  • But
  • Guys
  • Content
  • Can’t, Won’t
  • Should, Have-to
  • Comfort


I develop leaders into world-class connectors.

This is my mission and I’d be delighted to see if we can work well together.

If you’re interested in having me speak to your firm, sales meeting, team or private coaching to help you shift your language to connect, get in touch.