Me, Myself, or I?

lab coats.jpg

Participants often ask us about 'I' vs. 'We' when speaking with customers over the phone or via email.

Here's the rule of thumb:

  1. If it's positive, use WE, which sounds collaborative. WE creates an image of fancy scientists standing around in lab coats with clipboards waiting to solve customer problems.

  2. If it's negative, use I to demonstrate that YOU are taking responsibility.

For example:

  • “I apologize for that. Here's what we can do.”

  • “Let me look into this, so that we can get you better service quickly.”

  • “We take pride in our response time. I will look into the situation right away.”

Smile, Breathe, and Rock on. We got this!