No problem! Really? I didn’t have one
In customer service, the choice of words makes a big difference
I order a beverage. It arrives. I say: “Thank you.” The person bringing it to me says: “No problem” or, even more baffling, “No worries.”
I beg your pardon? When did the word “problem,” or “worries” enter into the picture? There was NO problem and I had no worries; I ordered a drink in a restaurant. Is it not part of the routine to bring it to me? On the surface, bringing the word “problem” into the exchange makes it feel that ordering a drink was an inconvenience. How about a response to my “thank you” of: “you’re welcome,” “enjoy your drink” or, even better, “my pleasure?”
A friend patronizes a little locally owned pizza store. When the owner serves you your slice of pizza, he hands it to you with both hands, looks you in the eye and, with a kind smile, says with pride: “Enjoy your pizza.” Wow! So simple, but sadly so remarkable because it is becoming so rare to feel valued as a customer and he believes in the product he makes and really wants you to enjoy it.
My chiropractor always responds with, “My pleasure” and I know it really is his pleasure to make his clients feel better. My doctor looks you in the eye and says: “Take care.”
I recently visited St. Joseph’s hospital. When I thanked the orderly who transported me, he responded with “My pleasure.” It blew me away (because it’s so rare) and I acknowledged his kind response.
This new phenomenon of frequently saying “No problem” or “No worries” stands out as a bland, routine and often mechanical response. The sad thing is, it has become a social norm, so much so that many have become tone deaf.
Some would argue that it’s OK because it’s casual. Sorry, the argument doesn’t cut it in the world of customer service — especially in a competitive market where it’s critical to raise the bar to attract and retain customers … and for the businesses to survive.
Now I’m not saying that no problem or no worries is never an appropriate response, but it should not be the go-to response in the business and service world — and the service world is not limited to food and retail — it includes any interaction where you are providing goods or services.
It also transcends to how we treat one another as colleagues, friends and with others we interact with.
Telling a friend that doing them a favour is “your pleasure” when it truly is, makes the other feel special.
And kind and respectful and appropriate words are free.
Appropriate words reflect that you are in an industry you enjoy: helping and serving others, that you’re proud of your products and that the customer’s patronage matters to your business.
A few years ago, in a Florida restaurant, the server frequently responded to our thanks with “my pleasure.” It was so remarkable that I mentioned it to the manager to complement the server. He was delighted as he said that that is their expectation for how their staff represent their business values to customers.
It really only takes a few seconds to make a difference.
When a customer receives a personal response delivered in a kind and thankful way, it goes a long way to make a customer feel valued and increase the possibility of them becoming a repeat customer.
Responses such as “enjoy your coffee,” “thank you for coming,” “your welcome,” “drop by again and show me a picture of you wearing that outfit at the event,” “see you next time,” “hope you’re feeling better,” “happy to help”; whatever is appropriate to the transaction to make a customer feel appreciated.
In any case, even if a customer doesn’t express thanks for the service they received, going the extra mile and ending the interaction with words of appreciation for their patronage is always appropriate and never goes out of style. They are the last words they will hear at the end of the transaction at your business. You never know, your kind words may make their day.
I am passionate about the service industry and service excellence. The service industry is near and dear to me and I want success for all. I want businesses to thrive and those working in the industry to have great jobs they love to go to every day. I want customers to come and keep coming back. I offer these thoughts so we can improve the overall experience, one word at a time.
Happy to share this observation. It’s my pleasure!