I have a boat at a small marina at a national hotel;  I'm making you aware of this so you can put in context what I'm about to share with you. There's a dock master there who I've been really impressed with over the past few years. He fascinated me again the other day, so I felt compelled to share it with several of my local friends and you. Briefly what happened was, the dock master and I were having several conversations by phone about an issue and I noticed that at the end of each conversation when I said "Thank you" he said "My pleasure". So why did I find it so interesting?  Because the dock master is a fairly young man and I was taken aback that he didn't answer simply, "You're welcome", he said "My pleasure". He said it in such an honest way that I immediately felt that he was sincere and that he truly appreciated my business. I guess the reason this hit me so strongly was that conversely what I hear from people in similar situations when closing up professional conversations, particularly one where someone is providing a service, is "no worries". Quite a big difference don't you think? To me "No worries" says, "It's ok, I'm good with helping you, I don't mind doing so". Right or wrong saying "No worries" as a response to "Thank you" seems somewhat rude when compared to something like "You're welcome". But even if I'm being a little picky, it seems that the dock master's response is the right one when trying to be the best at customer service you can be. And that's my point.

In today's world where sometimes it's hard to set yourself apart from the other potential companies that might be competing for the same business, it seems to me that adding a little graciousness, some added focus on showing a customer how much you appreciate the opportunity to serve them is a no-brainer thing to do. Training those in your organization on how to do something as simple as eliminate the phrase "No worries" when speaking with a customer could do wonders. And just think, it doesn't cost a thing. It could pack a big punch. Get you a big return.
 
While the dock master works for a large hospitality corporation who is indeed known for their customer service, I can tell you the way he handles customer service is all his own. He just doesn't give rehearsed answers. The training we give those who provide service on our behalf and our own acknowledgement of the importance of making our customers feel appreciated and special can be a big differentiator for us and a real benefit to the recipient.  Just think how many times I've told the story I'm expressing to you now.  How much good will has been spread?

As I've told you before, I really appreciate that you take time out of your busy lives to read this column. I've never said that it's my pleasure to share these articles for you each week. When you write me in response to something I've written, I am always thrilled to answer you, but I've never uttered the words "my pleasure", but I will in the future. I hope you will too!

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