Black Friday Sale! 50% Off All Access

5 Things You Never Should Say to a Client Navigate the minefield of customer relationships carefully. Each buyer brings a different personality and expectations to manage.

By Robert Tuchman Edited by Dan Bova

Entrepreneur+ Black Friday Sale

Our biggest sale — Get unlimited access to Entrepreneur.com at an unbeatable price. Use code SAVE50 at checkout.*

Claim Offer

*Offer only available to new subscribers

The world of business can be tricky to navigate. Sure, you have a great product, but now you must procure and retain clients. And that can be like navigating a minefield. Each customer brings a different personality and expectations to manage.

Because so many companies are vying for business, the slightest misstep can sink an enterprise. Here some basics to keep in mind, including what to never say to clients, no matter how well you think you know them.

Related: 5 Tips for Building Strong Relationships With Clients

1. Can I give you a lift in my new Bentley? You want clients to think you're the best at what you do and successful. But you don't want them to think that they are overpaying to support your extravagances.

Some of this involves jealousy. If the client is not driving a fancy car, he or she doesn't want to know that you do. The customer might imagine that maybe the reason you can afford such expensive toys is that you overcharge for services.

2. Your current supplier or vendor is terrible. Never ever badmouth the competition no matter what you know or think about that firm because you won't come off well. It can look like sour grapes.

Related: Gaining Customers' Trust Can Be Your Checkmate

3. You don't want that. You want this other thing. Always give clients what they want. No matter what they say, people generally think what they want is right. Saying that they're wrong may only offend them -- and make them want to take their business to a salesperson who will give them what they seek. You can always propose an additional option to consider, but present it with a light touch. Ultimately, it's the clients' choice and you can live with the outcome if they can.

4. Did I ever tell you about my crazy, drunken weekend in Las Vegas? There's bonding and then there's sharing too much information (or TMI). Sure, the client will laugh heartily at how you became so drunk that you forgot which hotel room to return to.

But then the customer will question your discretion and professionalism. Even when you have quasi-social relationship with a customer, don't make the conversation too personal too soon. It's fine to ask about a client's family or a vacation, but don't delve too deeply. And don't discuss sex, politics or religion right off the bat.

5. I heard your co-worker is seeking a divorce. Don't gossip. Period. This shows a lack of discretion and if you talk freely about another person, a client might assume that you also talk about him or her. (Think about it: What's your reaction when you hear someone whom you don't know very well make a negative remark about another person?) If you must discuss people you both know, find something positive to say. You will come across as upbeat, friendly and professional -- someone a customer wants to be around.

The bottom line is really pretty simple: Do unto others as you would have them do unto you. Or more simply: Keep your mouth shut and a smile on your face.

Related: Why Businesses Can't Afford to Upset Customers (Infographic)

Robert Tuchman

Entrepreneur Staff

Host of How Success Happens

Robert Tuchman is the host of Entrepreneur's How Success Happens podcast and founder of Amaze Media Labs the largest business creating podcasts for companies and brands. He built and sold two Inc. 500 companies: TSE Sports and Entertainment and Goviva acquired by Creative Artists Agency (CAA).

Want to be an Entrepreneur Leadership Network contributor? Apply now to join.

Business News

DOGE Leaders Elon Musk and Vivek Ramaswamy Say Mandating In-Person Work Would Make 'a Wave' of Federal Employees Quit

The two published an op-ed outlining their goals for their new department, including workforce reductions.

Real Estate

Why Real Estate Professionals Should Prioritize Social Responsibility

Integrating social responsibility into real estate can foster community change, build trust and drive long-term business success.

Business News

Here's How Much Money You Need to Make in Order to Be 'Successful,' According to Each Generation

A new survey by Empower outlines how Americans of different ages define success.

Business News

The Two Richest People in the World Are Fighting on Social Media Again

Jeff Bezos and Elon Musk had a new, contentious exchange on X.

Starting a Business

Why Are So Many Course Creators Struggling if It's 'Such an Easy Business'? Here's the Truth Behind the $800 Billion Industry

Creating an online course is so easy — at least, that's what many "gurus" would like you to believe. There's a lot of potential in the $800 billion industry, but here's why so many course creators are struggling.

Franchise

McDonald's $5 Meal Deal Will Stay — And a New 'McValue Menu' Is on the Way in 2025

The McValue Menu is slated for a January 2025 debut and will feature a selection of budget-friendly items, allowing customers to customize meals at a lower cost.