Why “How Can I Help You?” Falls Short and What to Say Instead

The question, “How can I help you?” is common in customer service, but it’s not as effective as we might think. While it seems helpful, it often leaves people unsure how to respond. Most customers don’t fully understand how you can help them, which can lead to missed opportunities to serve them better.

Let’s take Disney Parks as an example. Disney cast members are trained to provide exceptional experiences and often ask guests, “How can I help you have a magical day?” While the sentiment is there, most guests don’t know how to articulate what would enhance their experience. They may not be aware of all the options Disney offers to make their day magical. As a result, they might reply with something basic or nothing at all, missing out on a potentially better experience.

Instead, a more proactive approach would be for Disney cast members to say, “May I give a suggestion on how to make your day more magical?” This shifts the burden of thinking from the guest to the expert. By offering a suggestion or guiding the conversation, Disney can reveal services, experiences, or tips that the guest may not have even known existed. This simple change from asking an open-ended question to providing targeted guidance not only improves the guest experience but also highlights the expertise and value of the service provider.

In a broader business sense, saying “Let me show you how I can help you” positions you as the expert who understands the client’s needs better than they do. This approach is especially effective because most people don’t know how you can help them until you show them the possibilities. They may not understand your full range of services, products, or expertise, which limits their ability to articulate how you can assist.

When you take the initiative to show people how you can help, it removes uncertainty and opens the door to more meaningful engagement. Whether it’s through tailored suggestions, offering expertise, or providing solutions they hadn’t considered, showing your value makes the interaction smoother and more effective.

While “How can I help you?” seems polite, it’s often too passive. People generally don’t know what to ask for. A more powerful approach is to proactively guide them: “Let me show you how I can help,” or in Disney’s case, “May I give a suggestion to make your day more magical?” This empowers both the service provider and the customer, ensuring that the best possible experience is delivered.