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Your Choice Of Words Matters

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photoThis little card I just received with my deposit receipt from the local bank made me wince a little bit (and not just for the fact that there is no actual survey or review request included with it!). First, the junior psychologist approach of already checking the “Completely satisfied!” box is off putting. But more than that, “please give us a 10” is pretty much a completely selfish gesture, and a pretty overt one. What this choice of wording says to me is: “We’re being judged on our final number, so just give us a good one”. Instead, the sentiment behind this effort should be: “We want your experience with us to be outstanding. If it wasn’t in any way, we want to know about it so we can work at getting better every single day”.


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Growth obsessed startup co-founder (MusicBox) and strategist-for-hire.

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