When is the last time someone graciously accepted your thanks?
If you say “thank you” or “thanks,” what is the usual response?
- sure
- no problem
- yup
- uh-huh
- a smile
- a head nod
- a grunt
Or are you met with silence? No reaction?
How should you accept a person’s thanks? Let’s look at two examples:
My Pleasure
During every trip to my local Chick-fil-a restaurant, I say thanks to the cashier. The response is always the same: “my pleasure.” Since I never hear this response elsewhere it always catches my attention.
It should be our pleasure as businesses to serve our customers. After all, they do pay us and are really the whole reason we are working and surviving.
By saying “my pleasure,” you have to actually think about what you’re doing. Are you taking joy and satisfaction in how you work? Are you really happy that you can help customers?
You’re Welcome
In the movie Take the Lead, actor Antonio Banderas portrays a dance instructor who goes out of his way to say “thank you” and actively encourages others to say “you’re welcome.” If someone he thanked didn’t respond, he’d say a dramatic “you’re welcome” for them.
Banderas’ character reminds us that it is a common courtesy (although not so common nowadays) to accept other’s expressions of gratitude with a hearty “you’re welcome.”
Respond
Any way you choose to respond to customers, saying “my pleasure” or “you’re welcome” will force you to:
- Talk to the customer as a real person
- Remind you why you’re working
- Remind you of who you are serving
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Jared Chandler
February 6, 2007
I think that it is partly a function of not being taught to say such as a child. The past few generations have not had the “Leave it to Beaver” country club manners lessons that seemed more prevalent in previous generations. In those days, the ladies dressed up in white gloves to go shopping and men wore suits when they took the family out for dinner.
Interestingly, I read where French waiters always say, “Cest moi.” That’s not quite “you are welcome.” I think it means…”No, it’s me who is thanking you.” Obviously, a response to a thanks can be quite culturally diverse. However, I think here in the USA it is quite polite to respond with “you’re welcome”.
At the Indian call center I do business with, the customer support people are trained to say “You are welcome. Have a nice day.” They get trained to say this in an American accent. So, the Indians are going to beat us in politeness…in our own language.
Joe Rawlinson
February 9, 2007
Jared: We may not get the official call center training, but practice does makes perfect. All we have to do is try to be courteous and after a while that good habit will stick.
Diane Slosky
February 15, 2007
I think the comment is very refreshing. It is a shame that we as Americans every forget to be polite.
I live by this motto everyday. I believe in the old phrase “treat others as you would like to be treated”.
I hope your message reaches out to many people. I have forwarded to alot myself.
The comment is “simple” but carries alot of weight for personal and business life.
Joe Rawlinson
February 16, 2007
Diane: The golden rule is a powerful thing. Simple, yet effective. Thanks for your comments.
Maria Schiller
February 19, 2007
I mostly repond w/a ‘you’re welcome’ in fact if you notice many people sign off email with a ‘thank you’ or ‘thanks’ my next email typically starts with ‘You’re welcome’ —–
Jack Kilroy
February 22, 2007
’nuff said.
Joe Rawlinson
February 22, 2007
Maria and Jack: Thanks for stopping by and leaving your comments!
Matt Jensen
February 22, 2007
I’ve heard too many “thank yous” before as utterances of guilty obligation. To these, it’s tougher to respond with an earnest “you’re welcome”. My Aussie friend would suggest we’re all part of the same struggle, and thus a more down-to-earth “no worries” would apply.
Phil R. Ollenberg
March 8, 2007
I’d once taken to the habit of responding to “thank you”s from customers and clients with a “thank you, too” in reply. Occasionally a customer would ask why I had thanked THEM, to which my answer was always: You can go somewhere else for your business, but you have chosen me, so I am grateful for the continued opportunity to work with you.
Joe Rawlinson
March 8, 2007
Matt: I like your “no worries” response. Very casual and down to earth. Too often we can be mechanical and cold in our standard “you’re welcome” responses. Adding a personal touch helps convey your sincerity.
Phil: Your logic is sound: customers always have a choice. The habit of vocalizing that to the client is a great way to show, like Matt’s “no worries,” that you are sincere in your gratitude.
Gary Plante
March 12, 2007
I used to manage a retail store and when customers said thank you my staff and I would say “No, Thank you!”
As a merchant we should not accept thanks for taking a customers money. We should be thanking them for their business.
sharon haymes
March 19, 2007
I am in agreement that a response is most polite. People that “thank you” should have an acknowledgment . It is simply a respectful and courteouse thing to do.
Joe Rawlinson
March 19, 2007
Gary: Indeed, customers deserve thanks for even considering us!
Sharon: Good point. Respect and courtesy go along way to building solid relationships with customers.