By Linda Stillman, Business Training and Consulting Institute
Want to know one action you can take to improve your customers’ experiences and it doesn’t cost you anything?
The following true scenario would be humorous except that it describes how easily we can unintentionally and unknowingly decrease the quality of the customer experience.
Last week, my husband and I were ordering a meal at our local eatery – when something was heard that each of us has experienced frequently of late. This time, we asked to have a lemon slice in our iced teas.What the waitress said in response was: “No problem!”Fair enough.Then we asked that the dressing for our salads be placed on the side.Again, what the waitress said in response was: “No problem!”Well, ok.Lastly, we noticed there were no diet sweetener packets in the on-table container and asked that some be brought with our drinks. Once again, what the waitress said was: “No problem!”
Now, that’s three times in one conversation that we were responded to with: “No problem!”The phrase has become a minor cultural phenomenon in our collective conversation lately and isn’t limited to one server or one restaurant or one business type or one geography.We’ve experienced it being said at coffee shops, boutiques, department stores, big-box home centers, and from telephone call centers.You’ll hear it said by wait staff, cashiers, customer service reps, and store management.Yes, you may even hear it said 2-3 times in one conversation as have we.
This begs the question:“Why ever voice the word problem when it comes to customer service?”Since the words that we use really do matter, why should serving any customer’s needs ever be a “problem?"Even if a particular request would be special or a bit of a challenge, why would it ever need to be characterized as a problem?
What can be done to change our growing propensity for the “No problem” response where customer service is the subject?
The answer is simple and doesn’t cost a cent.Just train yourself and your associates to always respond with: “My pleasure!”Just like “No problem,” “My pleasure” is a simple two-word response and they’re the same words in use at the most-admired businesses across every sector – the businesses with whom you compete.The “My pleasure” response conveys exactly the attitude of customer service that sets an all-positive tone and elicits a positive reaction and an improved customer experience.Plus, a customer can hear it said several times and only experience an increasing appreciation – not a question or outright negative response.
More good news – you can start the change to “My pleasure” right away.Begin using it yourself to personally appraise how much better the experience is.You’ll wonder why you didn’t convert before.Then, deploy “My pleasure” to your team in a fun way like making offenders put a dollar in the kitty for each infraction, with the proceeds being used for a pizza-for-all lunch, etc.
Heads-up managers:Upon exiting our local eatery last week, I wondered for a second whether to say something to the restaurant manager but she was busy and I didn’t take the time to wait.Looking back, I regret that decision because the manager doesn’t have a clue about this simple tip to improve her customers' experiences.
Likewise managers, you may be in the dark here.During these challenging times, who can afford not to do everything they can for the customer? When I told the hostess that we couldn’t wait, she responded: “No problem.”
EPILOG
A media report described how mobile phone users have contributed to the phenominal growth of of texting. For example: "BTW" signifies "by-the-way" and so on. The story continuted to report that a new abbreviation is very popular. You guessed it: "NP" is now in frequent use by texters to indicate inclusion of the phrase "no problem" within their messages
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