Every word we use matters in the early phases of building relationships with customers. Building trust, proving knowledge, and exhibiting empathy are all delicate balances that customer success managers (CSMs) frequently have to manage. However, we occasionally overuse certain "LY" words (adverbs that end in -ly) in our haste to reassure. Even though they might come across as kind or upbeat, they can inadvertently erode trust by coming across as evasive, contemptuous, or uncommitted.

Let's examine five typical "LY" words, the dangers they pose, and what you can say in their place to increase your credibility and trustworthiness with customers.

1. Actually

Why it’s risky:

Customers may interpret your statement, "Actually, that's already possible," as a correction or a subtle hint that they were mistaken. Conversations may become defensive as a result.

Scenario:

Customer: "I'm not sure if this Jira integration works."

CSM: “Actually, it does.”

Alternative:

• "Yes, it easily combines with Jira. Allow me to demonstrate.

• "That's a really good question. Let me show you how to integrate Jira."

This transforms correction into cooperation.

2. Obviously

Why it’s risky:

Your customer might not see what you, as a CSM, do. You run the risk of making them feel ignorant or less capable if you use this word.

Scenario:

CSM: "This will scale as your usage grows, of course."

Alternative:

• "This is made to grow with your usage."

• "This is how the system helps you as your needs grow."

This provides a clear explanation without inadvertently disparaging the customer's expertise.

3. Hopefully

Why it’s risky:

"Hopefully" conveys a sense of unpredictability and powerlessness. Customers look to you for clarity and confidence when it comes to customer success.

Scenario:

CSM: "Hopefully, this problem will be resolved by the latest update."

Alternative:

• "This problem is specifically fixed in the upcoming update."

• "The next release, which is planned for next week, includes the fix."

Whenever possible, substitute certainty for "hope."

4. Basically

Why it’s risky:

"Basically" can come across as condescending, as though you're simplifying something that the customer finds extremely important.

Scenario:

Customer: "Can you explain how the pricing model works?" asked the customer.

CSM: "It's essentially a usage-based model."

Alternative:

• "We charge according to usage. To make it clear, allow me to give a brief example.

• "You only pay for what you use because it's a usage-based model."

When you provide clarity rather than shortcuts, your customers feel valued.

5. Easily

Why it’s risky:

While “easily” sounds reassuring, it can backfire if the customer doesn’t find the process easy. Their experience then feels invalidated.

Scenario:

CSM: “You can easily migrate all your data in one step.”

Alternative:

• “The migration process is straightforward, and our team will guide you through each step.”

• “We’ve designed the migration to be smooth, and here’s the support you’ll have along the way.”

Customers value when you align expectations with reality.

Final Thoughts

Trust-building in Customer Success is less about the perfect script and more about authentic communication. “LY” words often slip into our language as fillers or reassurances, but they can create cracks in trust if used carelessly. By replacing them with clear, confident, and collaborative alternatives, you show customers that you value their perspective, respect their knowledge, and stand behind your words.