Don't Miss a Thing
Free Updates by Email

Enter your email address


preview  |  powered by FeedBlitz

RSS Feeds

Share |

Facebook: Seth's Facebook
Twitter: @thisissethsblog

Search

Google


WWW SETH'S BLOG


altmba

SETH'S BOOKS

Seth Godin has written 18 bestsellers that have been translated into 35 languages

The complete list of online retailers

Bonus stuff!

or click on a title below to see the list

alt.mba

altMBA

An intensive, 4-week online workshop designed to accelerate leaders to become change agents for the future. Designed by Seth Godin, for you.

ONLINE:

all.marketers.tell.stories

All Marketers Tell Stories

Seth's most important book about the art of marketing

ONLINE:

IN STORES:

free.prize.inside

Free Prize Inside

The practical sequel to Purple Cow

ONLINE:

IN STORES:

linchpin

Linchpin

An instant bestseller, the book that brings all of Seth's ideas together.

ONLINE:

IN STORES:

meatball.sundae

Meatball Sundae

Why the internet works (and doesn't) for your business. And vice versa.

ONLINE:

IN STORES:

permission.marketing

Permission Marketing

The classic Named "Best Business Book" by Fortune.

ONLINE:

IN STORES:

poke.the.box

Poke The Box

The latest book, Poke The Box is a call to action about the initiative you're taking - in your job or in your life, and Seth once again breaks the traditional publishing model by releasing it through The Domino Project.

ONLINE:

IN STORES:

purple.cow

Purple Cow

The worldwide bestseller. Essential reading about remarkable products and services.

ONLINE:

IN STORES:

small.is.the.new.big

Small is the New Big

A long book filled with short pieces from Fast Company and the blog. Guaranteed to make you think.

ONLINE:

IN STORES:

survival.is.not.enough

Survival is Not Enough

Seth's worst seller and personal favorite. Change. How it works (and doesn't).

ONLINE:

IN STORES:

the.big.moo

The Big Moo

All for charity. Includes original work from Malcolm Gladwell, Tom Peters and Promise Phelon.

ONLINE:

IN STORES:

the.big.red.fez

The Big Red Fez

Top 5 Amazon ebestseller for a year. All about web sites that work.

ONLINE:

IN STORES:

the.dip

The Dip

A short book about quitting and being the best in the world. It's about life, not just marketing.

ONLINE:

IN STORES:

the.icarus.deception

The Icarus Deception

Seth's most personal book, a look at the end of the industrial economy and what happens next.

ONLINE:

IN STORES:

tribes

Tribes

"Book of the year," a perennial bestseller about leading, connecting and creating movements.

ONLINE:

IN STORES:

unleashing.the.ideavirus

Unleashing the Ideavirus

More than 3,000,000 copies downloaded, perhaps the most important book to read about creating ideas that spread.

ONLINE:

IN STORES:

v.is.for.vulnerable

V Is For Vulnerable

A short, illustrated, kids-like book that takes the last chapter of Icarus and turns it into something worth sharing.

ONLINE:

IN STORES:

we.are.all.weird

We Are All Weird

The end of mass and how you can succeed by delighting a niche.

ONLINE:

IN STORES:

whatcha.gonna.do.with.that.duck

Whatcha Gonna Do With That Duck?

The sequel to Small is the New Big. More than 600 pages of the best of Seth's blog.

ONLINE:

IN STORES:


THE DIP BLOG by Seth Godin




All Marketers Are Liars Blog




Blog powered by TypePad
Member since 08/2003

« Why you need an MBA | Main | Careful with that mailmerge! »

Can't vs. Won't

Sometimes, precise language can change an organization.

How many times has a broker, or a clerk or a salesperson or some other intermediary (who was just a moment ago being quite helpful) turned to you and said, "I'm sorry, we can't do that."

We can't comp your room.
We can't let you use the showers.
We can't reduce the fee on a very large transaction.
We can't take this car in trade.
We can't give you a raise.

In fact, the correct contraction in each case is "won't."

And once you say "won't" you realize exactly what you're doing.

You're telling a prospect (the most important person in your life, at least in this moment) that your organization doesn't want to accomodate them. Want being the key word.

You're telling a repeat customer (the person most likely to start spreading good word about you) that your organization doesn't want to create an impression worth repeating.

Now, the clerk may believe that she can't change the rules, so for her, it really is "can't." But of course, she started by saying "we." By permitting her to absolve herself of responsibility, the manager is encouraging her front line people to act like cogs, not like thinking, caring people.

There are a thousand reasons you should say no to people. But be honest with yourself, and don't quote the laws of physics or some mythical federal regulation. The same way that just-in-time Kanban inventory systems saved the Japanese car industry, forcing every person in your organization to tell the truth about their decisions will push your organization to do what it should, not just what it feels like.

TrackBack

TrackBack URL for this entry:
http://www.typepad.com/services/trackback/6a00d83451b31569e200d8345c1f0f69e2

Listed below are links to weblogs that reference Can't vs. Won't:

» Seth Godin Makes A Great Point About Customer Service And Language from Marketing - The Bold Approach Method
Customer service in the United States is dying because of company apathy. I'd like to hear what you think we can do about it. [Read More]

» Can't VS Won't from Essential Connections
If you don't read Seth Godin's blog, you're really missing out. One of his posts today, Can't VS Won't, he really struck a chord with me. In part he says, Sometimes, precise language can change an organization. How many times [Read More]

» One happy customer. from larry borsato
Seth Godin's post "[Read More]

» Stop _______ from Business Bricks
Stop the focus group Stop Cillit Bang Stop the Tescopoly Stop AOLs email tax Stop saying cant Stop overpackaging Stop worrying and relinquish control Stop robots Stop Dixons Stop stealth mode Stop spam ... [Read More]

» Policy honks from Customer Service Reader
Policy wonks love policy, and with good reason. First sighted around 1387, when it meant civil administration or government, its chief living sense, as the Oxford English Dictionary puts it, is a course of action adopted and pursued as advantageous [Read More]

» The Golden Mean from Customer Service Reader
Who love too much, hate in the like extreme,And both the golden mean alike condemn.- Alexander Pope, in The Odyssey of Homer Although I am a customer service radical, I do not believe in such platitudes as the “customer [Read More]

» Saying "No" from /sys/adm/log
Seth Godin started some interesting discussions on the language We cant vs. We wont which lead to Ill try vs. You cant. I started thinking about how this relates to IT where we frequently have to say no.... Seth [Read More]

» Cant versus Wont from Master the Business
Isnt it frustrating when someone tells you that something cant be done but what they are really saying is that they wont do it.Last year, Seth Godin has a great posting about the differences between cant and wont. Hi... [Read More]

« Why you need an MBA | Main | Careful with that mailmerge! »