---
title: Flipping Your Phrasing at the Front Desk
description: Flipping Your Phrasing at the Front Desk...It’s easy to overlook phrases like these as just normal parts of the conversation.
image: https://blog.upbook.com/hubfs/flipping-your-phrasing-min.jpg
---

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# Flipping Your Phrasing at the Front Desk

![Flipping Your Phrasing - UPbook](https://blog.upbook.com/hubfs/flipping-your-phrasing.jpg "Flipping Your Phrasing - UPbook")

 Feb 10, 2020 2:10:37 AM / by [Zuhaib](https://blog.upbook.com/author/z)

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When was the last time you considered **the language your team uses** at your UPbook practice’s front desk? You may have a script in place to **guide your team members’ phrasing,** and that’s good — but remember to be aware of **a few common phrases that can usually be flipped for the better.**

Here are **four things your UPbook team is saying** that could be flipped to a positive.

### **“I’m sorry.”**

There are times when it is appropriate for staff to tell customers that they’re sorry. But most of the time, **there is a better way to say it.** Rather than constantly apologizing, train your UPbook front-desk staff to **complement the customer instead** — try saying something like “Thank you for your patience” rather than “I’m sorry for keeping you waiting.” That way, **you’re not apologizing, you’re telling the customer how great they are!**

### **“No problem.”**

“No problem” **seems like an innocent enough phrase** for your UPbook team members to say. But it almost makes it seem **as though the situation could have been a problem in another circumstance!** A better choice is flipping “no problem” to **“my pleasure.”** It’s a great customer-service oriented way for team members to get the point across without making the client feel like **they’re taking up your practice’s time unnecessarily.**

### **“To be honest with you…”**

“Well, to be honest with you…” How many times have you heard a member of your UPbook front desk staff **start an explanation to a customer with this phrasing?** The problem with this wording is that **it makes it sound as though you’re not always honest!**

Your UPbook team members could say something like **“Let me share something more with you,” instead.** It’s a much better way to make the customer feel as though you’re genuinely sharing more information that they need to know, **but not in an underhanded or slighted way.**

### **“I don’t know.”**

Perhaps the most common of all phrases that need to be flipped, “I don’t know,” is something **you should work out of your UPbook front-desk staff’s vocabulary.** First of all, it’s lessening the credibility of your team members and your practice. **And it’s simply not helpful** for the customer. Try **“Great question! Let me find out for you,”** instead. This makes the customer feel as though **they’re collaborating with you to solve a problem.**

It’s easy to overlook phrases like these as just **normal parts of the conversation.** And they are — but changing them is why **your UPbook business stands a level above the rest.** Work on **flipping these phrases at your front desk** and watch your practice’s conversion rate skyrocket!

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 Tags: [Front Desk](https://blog.upbook.com/topic/front-desk), [UPbook](https://blog.upbook.com/topic/upbook)

#### Written by [Zuhaib](https://blog.upbook.com/author/z)

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