Know Your Lines: 21 Small Business Profit Boosters (#6)

Every day you and your employees come into contact with your customers.

For most companies this is a disaster.

Every contact with your prospects and customers is either an opportunity, or a problem. There is no in between.

Question: why do we leave these interactions to chance?

We all instinctively know there is usually a “best way” to answer the phone, greet a customer, run an interview, or deal with a customer service issue.

Yet we (and more frighteningly, our employees) do absolutely nothing to prepare for these interactions. What if you changed that?

Write a script for every interaction you can anticipate with your prospects and customers. This means you’ll have a script for:

  • Answering the phone
  • Greeting customers
  • Conducting a client needs analysis interview
  • Running a consultation
  • Giving a presentation
  • Dealing with customer complaints
  • And every other interaction you can think of

Creating a script for each situation-and making sure your employees actually use the script-can make a world of difference for your company.

So get busy. Write your scripts. Know your lines.

And make sure your people know their lines too.

Ray Edwards is a world-renowned copywriter and communications strategist, writing for some of the most powerful voices in leadership and business including New York Times bestselling authors Jack Canfield and Mark Victor Hansen (Chicken Soup for the Soul) and Tony Robbins. Ray is a sought-after speaker and author, hosts a popular weekly podcast, and blogs at