Using words that have a negative connotation can negate a positive situation, whether or not you intended to do so.
Have you ever felt like maybe you just missed something important? For example, you thank your waitress for her great service as you’re leaving your favorite restaurant, and you get a “No problem.” Or as you’re leaving your doctor’s office, you thank the front desk nurse for her professional service, only to be told, “No problem at all.” Have you then started to think that maybe YOU ARE a problem?
Real world story: Words matter. So we need to choose ours carefully, especially in the field of customer service delivery. When I recently thanked a customer service rep for his help, “Thank you so much. You were so helpful,” and he replied, “No problem,” it completely took the sail out of my balloon. Even worse, I began to feel like I could have been a problem. Did I miss something? Now, if we extend the wording to its full phrase, then it would be “It was not a problem to serve you.” Wow, really! I’m so glad I wasn’t a problem for you.
I have been experiencing this “no problem” problem for a while now. And it simply raises the hair on my neck every single time. Some people have told me that it’s a generational thing. But words truly do matter, no matter the generation in which you were raised. How you use words can frame a situation positively or negatively. So let’s try some “no problem” alternatives for more positive interactions with our customers and clients…
Strategies that Turn it Around:
- Use positive language: A banking customer thanks you for your patience during a difficult transaction. You positively say, “It was a pleasure to help you today. We are always here to help you.”
- Use positive language: A cellphone customer thanks you for solving his billing problem: You positively say, “I am glad I was able to assist you today. Have a great day.”
- Use positive language: A restaurant customer thanks you for your service. You positively say, “You are welcome. We hope to see you again very soon.”
Remember: Using words that have a negative connotation can negate a positive situation, whether or not you intended to do so. Using words with positive meaning will leave your customers and clients feeling cared for and appreciated. Words matter. So let’s make the effort to use positive words and eliminate the “no problem” problem from our service delivery.
What do you do to communicate positively with your customers?