Many years ago, working in sales, I took a call and a man placed his order and requested the items by a particular date. Me, feeling full of charm and friendliness said, “We should be able to do that for you.”
The customer’s demeanor knotted. “You ‘should’?” He snarled.
In my mistake, still rather jovially, I replied the affirmative.
He did not like that one bit. As uncomfortableness swelled, I finally realized I needed to adjust my word choice and said, “Yes, we will.”
Magically appeased, the order was place and the call was ended. But I have thought a great deal about that exchange in the years since.
Was he being a jerk? Did he just do it to assert dominance?
While, I like to assume the guy was just being a jerk, there’s a chance my upbeat (forced as it may have been) demeanor on the phone may have irked him and led him to place less faith in my turn of phrase.
But it taught me a lot about word choice and how others can perceive my usage differently.
I think the only way I could’ve made him doubt me more in that moment was had I said, “We could be able to do that for you.”
To me, the ‘could’ feels as if there is some unspoken contingent.
Where as in retrospect ‘should’ sounds less committal, though probable. But I swear if you heard my tone, it was confident like when a child already on their best behavior asks you if they can can have some ice cream and you say, “I should be able to make that happen.”
WORDING is an ongoing (but irregular) series of posts I’ll be making about words. I won’t always delve into proper use. depending on the word and what it means to me and potentially others there may be articles about words that trigger me, words I love, words that always look misspelled to me and more.