NLP
This is not voodoo or witchcraft, but choosing your words wisely, but I have called it neuro-linguistic programming because I can't really think of anything better to describe the subject. 
If you've done any research into NLP, you'll realize that there is no clinical or scientific evidence to suggest that NLP works. 
This subject is more about what not to say when communicating with customers. 
Neuro-linguistic programming first came to light in the seventies and it was widely used in the eighties. Especially in sales environments. 
However, it has been largely discredited. Clinical trials have scientifically proven that it has no basis, but we don't operate in a clinical or scientific environment. We operate in the real world, in a garage, speaking to customers, and this is where I believe implementing some form of language or communication protocol does work. 
So we will call it NLP, and accept it for what it is. 
A pseudoscience, on the fringes of actual science. Saying that it has been used by quite a few famous people. If anyone's heard of Paul McKenna, he's an NLP practitioner. 
That doesn't mean I'm going to ask you to start tapping your head when speaking to your customers or anything like that, it is simply about; 
Words that we should or shouldn't use when we're communicating with our customers.

Ver todos los episodios