BEYOND THE MAGIC WORDS
Do you know how to respond to “Thank You”?
Saying “please” and “thank you” is drilled into us as kids. How many times have you heard someone ask a child, “what are the magic words?” Likely thousands! But do you know what to say after someone tells you “thank you”?
Let’s start with what not to say: “no problem,” “no worries,” or “it was nothing.” These responses can sound dismissive or make the recipient wonder if they actually were a bother. Phrases like these aren’t the end of the world, but they do represent a missed opportunity to connect and build rapport.
How should you respond? “You’re welcome!” This simple phrase quickly and sincerely acknowledges the thanks. Better yet, try using the gold standard for the Ritz Carlton: “it’s my pleasure!” Bonus points for making eye contact while saying it!
When Truett Cathy, founder of Chick-fil-A, was staying at the Ritz, he quickly noticed that every “thank you” was acknowledged by employees saying, “my pleasure.” Truett was so impressed by this response that he decided to incorporate it into his business. His goal was to make every customer feel valued and honored, and it worked! Both the Ritz and Chick-fil-A are known for excellent customer service and their employees are highly sought after by other companies. Small changes can make a significant impact!