Use positive instead of negative statements

Your customers are more interested in your capabilities than in your limitations. In other words, they are interested in what you can do, rather than what you can’t do. The way you say things to them influences how they perceive you and your department. For example, as an IT department or individual, be a roadblock or you be a partner. So, for example, instead of saying, “I can’t help you unless you log off,” consider saying, “Please log off so that I can help you.” Your statements often will be easier to understand as well.