Customer Service: No Problem or My Pleasure?

Years ago when my former college roommate and lifelong friend, Valerie, worked for the Ritz Carlton she taught me about their customer service response of "my pleasure."  While responding to a thank you with "no problem" is socially acceptable in casual conversation, would you rather have someone say its not a problem to help you or that it is a pleasure to help you?

Chick-Filet has adopted the "my pleasure" response in their customer service training and I've had the pleasure of visiting the 83rd Avenue and Bell Road location in Peoria, Arizona several times within the last month.  It seems that my daughter is craving their chicken nuggets drenched in Chick-Filet sauce.

In the spirit of "catching someone doing something right", on our most recent visit I sat at our table and watched the front counter for several minutes.  While it was just another night at Chick-Filet, their customer service was so outstanding they could have made a customer service training video with the interactions taking place.  It wasn't just one person serving customers at the counter who demonstrated excellence, it was all three. This is the type of scene that makes me want to meet the leaders of the organization and talk with employees about their experience of working within this environment.  How would they describe the secrets to their success?

If we all took care of each other and showed our family members, constituents and customers it is "our pleasure" to serve them, how might it help our families, communities and businesses thrive?






  

A class act ...

While driving around the metro area, I've been listening to The Dale Carnegie Class Act System - a set of 6 CDs from Dale Carnegie Training. What I love about this series is being reminded of the little things that make a big difference in:

- how we present ourselves to others

- how we form positive relationships/friendships
- how others perceive us

Some reviews of The Dale Carnegie Class Act System stated that the information is "too basic" or simply re-marketing former Carnegie materials, but I disagree. I think that the stories and insights included in the program offer information we need to hear in different ways so that we continue to fine tune our behavior and make positive, incremental changes with regard to concepts that we intellectually accept but do not regularly implement in our everyday lives.

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So, if you spend time in your car and/or you keep more than music on an mp3/Ipod, I recommend spending some time with these CDs/wav files. They are enjoyable and worthwhile.

Thank you, Dale Carnegie Training ~

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