Every interaction we have with customers—whether in person, over the phone, by email, or on a video call—shapes their experience and overall satisfaction. The words we choose, and the tone we set, can leave a lasting impression.

Let’s start by defining who our customers are. They’re not just the people buying (or considering buying) from the company we represent. In finance, our customers include everyone we serve: direct reports, coworkers in other departments, vendors, and professional network contacts.

At Mountainland Supply, we’ve always said that our coworkers are our customers. But even with this mindset, it’s easy to fall into different communication habits with internal teams versus external clients. Speaking personally, and I’m sure others can relate, I often find myself being more direct with coworkers due to familiarity. In doing so, I lose some of the soft, customer-focused tone I naturally use with external customers.

Recently, I have challenged myself to go back to customer service basics: to remove the divide between internal and external customers in how I communicate. That starts with words. Everyone deserves the same level of care and respect in service.

Words Matter

Language is powerful. It can trigger emotion and shape the tone of an interaction—for better or worse. Consider the word “now.”

Saying, “I need this done now” can sound demanding and may cause stress or resistance. But saying, “Let’s resolve this issue for you now” feels supportive and responsive. It acknowledges urgency without being forceful.

Rephrasing the first example as, “I need this done by [insert time frame]. What can I do to assist you in meeting this deadline?” promotes collaboration and mutual respect. It shifts the tone from pressure to partnership.

Even small changes in word choice can shift the dynamic of a conversation. The word “now” is just one of many that can influence how a message is received.

Everyday Words with Big Impact

There are dozens of everyday words that, depending on how and when they’re used, can significantly enhance or diminish customer service interactions. Here are a few that can add warmth, positivity, or clarity when used intentionally:

• Great
• Always
• Really
• Best
• Understand
• Absolutely
• Easily

These words can make a message sound more upbeat and helpful—but used carelessly, they can also sound exaggerated or insincere. The key is to stay aware of tone and context.

Upgrade Your Word Choices

Here are some examples of common phrases that can feel negative or dismissive, along with more constructive alternatives:

Being mindful of language helps us avoid sounding accusatory, dismissive, or defensive, especially when navigating sensitive topics. When customers feel heard, respected, and valued—even if they don’t receive the outcome they hoped for—the interaction still builds trust.

 Final Thoughts

 Whether you’re speaking with a long-time customer, a colleague down the hall, or a vendor across the country, your words shape the relationship. Communicating with care, clarity, and respect builds stronger connections and elevates the entire service experience.

You may not always have the perfect solution—but the way you deliver the message can make a powerful difference. When customers walk away feeling valued and respected, even a “no” can feel like a positive experience.

So, mind your language—because your words matter more than you think.