when used in business and customer-service contexts . To certain audiences , the phrase might signify your overexpectation of a “ thank you ”– it ’ s as if you ’ re telling them they did the right thing by thanking you . It may hold a slightly gloating connotation or feel less humble . In The New York Times article , “ When Did ‘ You ’ re Welcome ’ Become a Gloat ?” Amanda Hess explains that “ you ’ re welcome ” took up its new function as an expression of rudeness at just the moment when the phrase lost its usefulness as a nicety .
While a fully negative interpretation of “ you ’ re welcome ” is only possible through outwardly negative non-verbal cues like body language and tone , it is best to be safe and avoid the phrase entirely .
To honor the gratitude of a customer , client , or even a colleague without any of the baggage , we have to formulate more genuine or authentic responses to “ thank you .”
This was the subject of a recent internal team-discussion when I noticed one team member was always responding to a thank you with a “ you ’ re welcome ” and another with a “ no problem .”
I created a discussion , and suggested the team use “ my pleasure ” as a more intentional and authentic response to “ thank you .” People chimed in , internalized what was being said and understood why that is a more elevated response compared to the alternatives .
One of our team members , Mark Woods included “ happy to help ” as another equally valid and valuable response .
We all agreed : “ My pleasure ” and “ happy to help ” both indicate you only did your job and you were happy to do so .
Letting someone know that you understand their appreciation is incredibly important in a business relationship . “ My pleasure ” and “ happy to help ” both let the other party know that your responses aren ’ t constructed from traditionally ready-to-go formulas . Instead , your words are intentional , sincere and authentic . This type of communication elevates the customer ’ s experience and their perception of the company .
Words make an impact and shouldn ’ t be left unconsidered . Graciously receiving thanks is respectful of another person ’ s effort and means you ’ re committed to the interaction until the end .
Every aspect of customer service interactions , both in-person and on the phone , should always be on the table . Yes , this includes even the most basic interactions , including the ways in which we greet , respond to “ thank you ” and wrap up an interaction .
If you want to create successful relationships with your customers and clients , make sure to choose your words thoughtfully , allow your team to provide their personal input throughout the process of unifying responses to commonly encountered situations and ensure your team is aligned on the adoption of your common language .
Acknowledgments : Thanks to Gabriel Schaffner for assisting me with this article .
Ky Ekinci is the Co-Founder and Managing Partner of Office Divvy . He is an entrepreneur , a trusted advisor , a world traveler , a Coworking advocate , and an appreciator of fine cigars .
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MARCH 2021 | 9 |