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What we need to take a look at now is how communication affects our relationships with our customers. Many times it's not so much what we tell our customers as how we tell them that has an affect on our success.
I don't think many of us realize that when we communicate with someone a lot of our message is not involved in the words we say. As a matter of fact, the words we say in communication usually make up only from 7-20% of the communication. The remaining 80-93% of that communication is involved in how we say it, our tone of voice, our facial expressions, and our body language.
What happens sometimes is we get ourselves in trouble. Not because we say the wrong things but because the non-verbal messages send a different message. We do send different messages non-verbally. You've all seen this. You go into a fast food restaurant and the person behind the counter goes, "HHHm, may I help you...