+ PLUS ONE

“plus ones” for phones/chat/email - Examples

• Use their language back

  • If they say, “I’m stuck at a store in Amarillo,” you reply, “Let’s get you unstuck in Amarillo,” not just “I’ll look into your issue.”

• Name and context

  • Begin with: “Hi, [Name]. I see you’re calling about [brief summary in human words]. Let’s get this sorted.”

  • End with: “If this pops up again on your next route/stop, you can reference case #[X], and we’ll pick up where we left off.”

• One small recap

  • Before you end: “Let me quickly recap what we did and what happens next.”

  • This extra 20–30 seconds makes people feel handled, not rushed.

• “Next-step” anticipation

  • Add one sentence: “If you don’t see this credit on your next statement by [date], call or email us and ask for [your name]—I’ll keep an eye on it.”

  • Or: “I’m going to email you a quick summary of what we just did so you don’t have to remember it on the road.”

• Personal acknowledgment

  • “I know you’re trying to [get back on the road / back to running your store / take care of your bill], Let’s keep this as simple as possible.”

  • Or: “I hear that this has been going on for a while—that’s frustrating. Thanks for hanging in there while we fix it.”

• Tiny, human detail

  • If you see they’ve called multiple times: “I notice you’ve had to contact us a few times about this. My goal is that this is the last call you have to make about it.”

• Internal “plus one”

  • When transferring, add: “I’ve already explained your situation to my colleague, so you don’t have to repeat yourself.”

  • Or send a quick internal note so the next person can greet them with context.