About four years ago I wrote a blog post entitled “My Pleasure-What Chick Fil-A Teaches us About the Power of Elevated Language” that was one of my most clicked-on posts on www.MultifamilyInsiders.com. Here is a snippet of what I wrote about Chick Fil-A in that blog post,
“…Besides the food, I love the level of service that they provide, which is unlike most other fast food restaurants. Let me give you an example: at my local restaurant in Huntington Beach, California associates frequently check on all the diners and ask how things are going and if we’d like them to “refresh” our beverage. Notice, they don’t ask if you want a “refill?”
If you say “thank you” they will always respond with “my pleasure!” Not, “no problem.” Not even, “you’re welcome.” Always, “my pleasure…”
In the four years that have passed since I wrote this post I’ve noticed many more people saying, “My pleasure!” It seems that everywhere I go the baristas, the sales people, the customer service people, the wait staff etc. are all saying, “My pleasure.” Now, while I love the higher level of service that this denotes, I wonder now if it’s time to at least find other phrases to use, since now, instead of sounding different and unique, it can just sound “canned.” (Especially from people who may have been trained to say it, but don’t really sound like they mean it!)
I have a couple of suggestions…
Of course! Here is why I love this phrase: it shows the customer that your being helpful, friendly, going the extra mile (or whatever it was you did to have the customer say “Thank you!”) is simply a given. Of course you’re going to help them, it’s what you do! Of course you listened to their complaint with patience and understanding, because that’s what you do! Get the picture?
You got it! Admittedly, this is a more casual phrase, so I wouldn’t use it with a customer who expects a more formal interaction with you. However, if you’ve developed a rapport with someone, and have a good relationship, “You got it!” is a friendly way to acknowledge their thanks to you.
Happy to do it! This is another way to send a positive signal to the customer that you really do want to help and that you’re, yep, HAPPY to help them!
The Main Thing is to find creative ways to acknowledge when your customer says, “Thank you” that truly create connection and engagement with your customer-and also shows your customer that you really are glad that s/he is your customer!
What are some of the things that YOU say when a customer says, “Thank you”?
