Whether the service provider is an employee at a restaurant, a general merchandise store or a business that provides a specific service, he or she is there to meet the customer’s legitimate needs. (For this article, customers are polite, well behaved individulas who are making perfectly reasonable requests at the business they are patronizing.) As a customer, if I make a reasonable request, I don’t feel that I’m creating a problem for the employee. But when the employee responds, “No problem,” I interpret that to mean that I have created a problem for the employee and that they are now making some sort of sacrifice in order to comply with my request. I feel like I’m interfering with the employee’s day or being a nuisance.
Now, I’m certain that at least 98% of the time, that is not what the service provider is intending to communicate. But I can’t help it. It bothers me when I hear that because I interpret that statement in a negative way. And here’s the thing…If I feel that way, I’m certain there are others out there who feel exactly the same. This all begs the question – As a business owner/service provider, how do you want your customers to feel? Do you want them to feel like they are intrusion at your business? An inconvenience? Or do you want them to feel special and truly served?
I guess I see it in this way. When a server responds with “No Problem!” the focus is on them – the server. To provide the best experience possible for your customers, you want the focus placed on them – the customer.
“No Problem!” has become a common response from servers regardless of age. But that doesn’t make it right! If you want to increase your customer’s satisfaction level when they do business with you, there is one small bit of training you can do with your staff that will reap immediate results. Train your employees that saying “No Problem” is unacceptable. Teach them to respond instead with, “My pleasure!” Thats the difference between saying “What you’re asking is going to put me out but I’ll go ahead and do it anyway.” with “I’m here to serve you.”
Good business practice includes making certain your customers have the best possible experience when they deal with you. This simple change in the words your employees use will go far in helping to increase the satisfaction level of your customers.
What and how we say something, whether in person or in print, communicates a great deal about our business. Sometimes, we communicate something entirely different than we intend. The Mahan 9 Group can review your communication vehicles to help you determine if you are communicating the message you truly wish to convey. Contact us at firstname.lastname@example.org and allow us to assist you to communicate exactly what you want others to see and hear.