When I was in college, I worked at a Hyatt hotel in the Washington, DC area at the front desk. They drilled into our heads that we were to say “my pleasure” in response to someone saying “thank you.”

At the time, I thought it was a bunch of nonsense. “Whatever!”

With some time and life experience, I came to realize how important these two little words really were. It truly is a pleasure to be of service. And people who have that attitude are infinitely much more fun to be around.

Fast forward to today and I’ve noticed more and more that some people are responding to “thank you” with this: “No problem.”

It always makes me think: “What? I wasn’t aware that I may have been giving you a problem. All I did patronize your business.” Like order a meal at a restaurant. Or buy groceries. Or check in at the airport. Or buy shoes for my kids… You get my point.

Saying, “no problem” is hard, cold and uninviting. Saying, “my pleasure” is warm, friendly and carries a tone of service. And it just sounds better.

So as a person who provides a service to others, knowing how you and/or your staff will respond to someone saying “thank you” is an extremely important yet often overlooked detail. It’s a part of the overall brand experience that you create for your clients and customers.

So which would you rather do: Use two simple words to leave someone with a warm and friendly feeling or cold and distant feeling?

So, the next time someone says, “thank you,” think of replying with a smile and a heartfelt “my pleasure.”

Ahhhh…. Now doesn’t that feel better?

© 2012 Meredith Liepelt, Rich Life Marketing