In business today, employees have found a variety of ways to respond to the customer who says, “Thank You.” One guy I came across in Springfield, Mass. said, “Ok, Boss.” Another gal in Rochester, NY said, “No Problem.”
A movie theater attendant in Florida said, “No Problemooooo.”
Even though it was kind of fun to be called “boss” or to hear “No Problemo,” it would definitely not fly with my wife, mother, father, or grandmother. Whatever happened to just saying “You’re welcome” to people who say “thank you”?
It just goes to show how easy it can be to exceed expectations these days. I took my son to Chick-Fil-A before his football practice and I noticed that every employee responded to my “thank you” with, “Its my pleasure.”
You may have heard this, and I’ve even written about it before. But there is something you may not know. I asked the manager about this and he said it is not scripted and it is not a part of new employee orientation. (He knows, because he teaches it.) He said, “We try to create a work environment, a family environment, and I think our employees just pick up on it as part of the culture. They want to be a part of the family and it just grows from there. I guess you could say it is the Chick-Fil-A way.”
Ritz-Carlton hotels have the same response and of course it is a higher response than just saying “you’re welcome.” They know they have to build consistency not just throughout their hotel, but literally all around the world. It has to be hardwired by leadership. When they build that consistency, they drive loyalty.
At the end of the day, they become more than a place to get a sandwich, or more than a hotel room. They make you feel good. And that good feeling drives loyalty and intent to return. And that drives sales.
Are you hardwired even down to the point of “thank you”?
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