When dealing with clients, the smallest details can make the biggest difference: how fast you reply to an email, how fast you return a call, your ability to be punctual. Even the pronouns you use make a difference.

Yes… I will help you

Companies, especially larger corporations, often come across as machines, lacking empathy and lacking employees with a sense of personal responsibility and individualism. Even if your company is not this way, many others are. Before an interaction begins, a barrier has already erected itself between you and your client.

This is where using “I” is handy. It shows that you are dedicated to solving the problem; you are willing to cross that barrier, stand next to your client, and say, “We will deal with this together.”

But… We will offer the support you need

As refreshing as it is to receive that personal touch, sometimes clients need to be reassured your company can provide the resources they need. This is where “We” makes its move.

Many larger clients are not inclined to conduct business with a one-man-pony-show… and for good reason. One person businesses often spread themselves too thin, and end up punishing their customers as a result.

If used properly, “We” can add credibility to your dedication and ability to solve any issues.. It gives the impression of having a team to provide assistance with research, design work, and the like.

I apologize for the mistake we made. I will make sure it gets fixed.

Some great examples of using I and We:

Thank you for calling Thoughts Incorporated, how may I help you?

Sir, please let me know if there is anything else I can do to help you.

Thank you for the compliment, we all definitely try our best.

I apologize for the mistake we made. I will make sure it gets fixed.