Level Up Your Customer Game With Colleen Kavanagh Marketing Espresso podcast

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Level up your customer game with Colleen Kavanagh

5d ago 49:11

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If you’ve ever felt awkward saying no - to a client, a colleague, or even a friend, this episode will be a relief. I’m joined by communication specialist Colleen Kavanagh, who unpacks how to deliver a firm no without triggering defensiveness, people-pleasing, or creating more work for yourself.

We dig into “can-do” language - a practical way of flipping the conversation from roadblocks to options. Instead of the reflex combo of “Unfortunately… I’m sorry… I can’t… due to…”, Colleen shows how to lead with what I can do, then position the boundary with confidence. The result is less pushback, a calmer tone, and stronger trust.

Colleen walks through live reframes you can use today: returning sale items, rescheduling requests, and that dreaded airline-style announcement. We also talk about when empathy is essential (and when it isn’t), how to edit an email so it lands better, and why “customers” include your internal stakeholders too. Colleen shares a council case study where tightening everyday language lifted Net Promoter Score by 75% across 1,600 surveys - proof this isn’t fluffy, it’s commercial.

If you lead a team, handle clients, work cross-functionally, or simply want to protect your time without feeling guilty, this one’s for you.

Key takeaways:

People are more interested in what I can do than what I can’t. When I lead with options and next steps, the “no” lands as professional and helpful.
Ditch trigger words. “Unfortunately”, “I’m sorry” “I can’t” “due to” spike emotion and invite arguments. They’re habitual, not helpful.
Reframe in a single move. Put the positive offer first, then the boundary:
“I can offer Wednesday 8:30–10:30 or Thursday afternoon. I’m not available Wednesday midday due to a prior commitment.”
Use empathy when the person needs to feel seen. Mirror back the facts and pressure points before you offer the path forward.
Trust is built on reliability. If I’m starting emails with “Sorry for the delay…”, I’ve got a reliability opportunity. Communicate work-in-progress updates before people need to chase.
Internal audiences are customers too. Clear, can-do language with colleagues improves influence and personal brand just as much as it does with clients.

Connect with Colleen
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