The power of the word

I’m quite distraught. I was eating my personal-trainer-approved afternoon snack of 12 almonds (my suggestion of 12 Tim Tams: not approved) when I got a lovely crunchy surprise in my mashed up almond mix. Part of a rear tooth had dislodged and was busily working its way towards my small intestine.

Having my wisdom teeth stitches “accidentally” left in for about two weeks too long has left me with a justified fear of going to see the man with the drill. Not to be deterred I picked up the phone and was told by the monotone receptionist: “You won’t be getting in for at least four weeks”.

Now note this was not “Our next vacancy is in four weeks” or “I’m really sorry, barring dental emergencies we won’t be able to fit you in for four weeks” this was simply “You won’t be getting in for at least four weeks”.

The front face of this business, the director of customer relations and the person I think is responsible for calming irrational odontophobics like me (yes, that’s the word for those who fear the dentist) had actually somewhat alleviated my fear… by replacing it with indignation!

In your business or in your workplace does your front face realise the power of the word? Do you? Perhaps take a leaf out of my hairdresser’s book – they answer every phone call with “Thank you for calling Bladerunner. How can I make your day today?” It’s a bit zany, it makes them laugh and it makes me smile.

The power of the word can invoke rage, or cultivate a fan – what do the words at your business do?

Kirsty Dunphey is the youngest ever Australian Telstra Young Business Woman of the Year, author of two books (her latest release is Retired at 27, If I Can do it Anyone Can) and a passionate entrepreneur who started her first business at age 15 and opened her own real estate agency at 21. Now Kirsty does lots of fun things which you can read about here. Her favourite current projects are Elephant Property, a boutique property management agency, Baby Teresa, a baby clothing line that donates an outfit to a baby in need for each one they sell andReallySold, which helps real estate agents stop writing boring, uninteresting ads.