Communicating with Customers Who Don’t Speak Your Language

Industry-specific terms come as second-nature to people who use them all the time, but to outsiders – including our customers, they can seem like a totally foreign language.

One of my favorite TV shows of all time is a 1970′s comedy show called “Fawlty Towers”.

Starring John Cleese, of Monty Python fame, the show is all about a hotel run by Basil Fawlty (Cleese) and his wife, Sybil (Prunella Scales). One of the long-running gags in the show (if anything can be called long-running when only 12 e...