Language, it seems, has become pretty casual in many customer service settings. I’ve had waiters refer to me as “man” and hear “no problem” from frontline employees, as well as their supervisors, in a variety of situations.
We can all think of alternatives to referring to a customer as “man” so I won’t belabor that, but what about “no problem” in response to a customer’s request or sign of appreciation.
Many participants who attend my seminars don’t immediately understand why saying “no problem” to a customer should be avoided. It’s understandable. Most people are comfortable with saying “no problem” rather than “you’re welcome” after receiving a request for service or compliment.
“No problem” really means “No problem for me.” It means “I did it because it did not cause me a problem. I served you because it did not interfere with me.” That is very different from “you’re welcome” which means “You are welcome to my service to you.”
Besides “you’re welcome” here are some other alternatives to saying “no problem” in response to a customer’s request for service or sign of appreciation:
- “My pleasure.”
- “Right away.”
- “Absolutely.”
- “Certainly.”
- “Of course.”
- “Definitely.”
Responses like these send a message that you are enthusiastic and genuinely interested. They demonstrate confidence and conviction. Responses like these convey a sense that you are engaged and truly want to serve the customer.
And the negative associations don’t end with “No problem.” The use of seemingly neutral words can also make a big difference.
Using a hotel example, imagine the employee is conveying to the guest when his or her hotel room will be available.
Consider the statements below. What differences do you see in them?
- “I will have a room ready for you in five minutes.”
- “I will have the room ready for you in five minutes.”
- “I will have your room ready for you in five minutes.”
Although only one word has been changed, each statement has a different emotional impact. The first conveys nothing definite: It could be any room, just as it could be anyone’s room. The second implies that at the least, a specific room has been allocated to the guest. But notice that control of it has not yet begun to pass. The third example says that not only has a room been identified but, in effect, it already belongs to the guest. The only issue remaining is how long it will take to have it ready.
Suppose you were the guest in the above scenario and the employee had said “a few minutes” instead of “five minutes.” What effect would that have had? From the employee’s point of view, very little. From the guest’s point of view, however, perhaps a lot. Five minutes is objective. It conditions the customer’s expectation of time and provides a clue to how proficient the experience will be.
Words convey meaning. Employees must be made aware of the (sometimes subtle and other times significant) impact that their choice of words has on how customers are made to feel (important or unimportant) and the positive impression they will remember—or the indifferent transaction they will soon forget.
How about you? What are some communication faux pas you regularly experience as a customer?
