We all do it; respond to our servers with a lack-luster, no-eye contact, mumbled, â€œThanksâ€ but an interesting thing happened during my sisterâ€™s recent visit to Chick-fil-A.
She offered her necessary gratitude, but the response was anything but obligatory. With emotion, eye-contact, and sincerity the Chick-fil-A cashier said, â€œMy pleasure.â€
In the back seat her ten-year-old son scrunched up his face and with a hint of horror asked, â€œDid she just say â€˜whateverâ€™?â€ Immediately my sister replied, â€œOf course not,â€ but under her breath, she kept chanting â€œMy pleasureâ€¦whateverâ€¦my pleasureâ€¦whateverâ€.
I could not help but laugh, as she was telling the story, because I tried the chant and those phrases do sound remarkably similar. Donâ€™t believe me – try it!
My sisterâ€™s encounter highlights the power of word choice in fostering excellent customer experience.
Stop saying this phrase immediately!
According to CBS columnist Michael Hess, the one phrase that is sure to ruin a customer experience is â€œLet me see, what I can do.â€
I know youâ€™ve heard that phrase at least once, right – and didnâ€™t your confidence in their ability (or desire) to help you decrease just a little?
The truth is noncommittal, evasive, and unconvincing phrases are the equivalent of saying, â€œWait right here, and I hope you and your problem are gone when I get back!â€
There is a better way.
Here are 3 phrases your guests would much rather hear:
1. How can I help?
2. I can solve that problem or find someone who can.
3. I donâ€™t know the answer to your question but let me go find it.
These action oriented phrases, communicate a commitment and a guarantee.
Work these words into every conversation.
Words have been proven to enhance customer experience and according to Hess, here are 6 key words that should make it into every customer interaction:
These 6 simple words cement the impression that your guests are valuable, and their satisfaction is your priority. And produces a customer experience that leads to Repeat Customer Revenueâ„¢.
Service with an attitudeâ€¦the right attitude!
Wait, before you get too comfortable – itâ€™s not enough to train employees to use the right words. The right words must also be conveyed honestly; with empathy and a warm smile.
Parroting, â€œMy pleasureâ€, while flashing a â€œWhateverâ€ attitude… wonâ€™t work!
But, when any of these 6 key words are said with a smile, the effect is dynamic. Smiling is not only contagious, but a powerful ally in delivering an amazing customer experience. And… since smiling is contagious, itâ€™s the gift that keeps on giving.
One genuine smile triggers neural messaging that reduces stress, and releases the anti-depressant/ mood lifter serotonin. Seriously, Psychology Today confirms that when a person smiles theyâ€™re â€œviewed as attractive, reliable, relaxed and sincere.â€
Employers smile at employees. Employees smile at guests. Guests are now wearing that one shape on their face, which is proven to cause a favorable chemical reaction in their brain… as they simultaneously form opinions about their experience with your company.
And guess what – smiling is free! It doesnâ€™t cost you anything to do, and you profit 100% every time! Simply putâ€¦ your business canâ€™t afford to not say it with a smile!
Originally published by Linette Montae on LinkedIn May 11, 2019