"My Pleasure"

Personal interaction and communication is the key to excellent customer service.  It is not what you say, but how you say it that makes a huge impact on guests’ satisfaction. In Hospitality, choosing proper and positive words to respond to guests is so important in creating a positive experience.  After a guest says, “thank you”, you may be inclined to say, “no problem” or simply, “you’re welcome”. Responding with a casual “no problem” or “it’s nothing” actually belittles and devalues the gratitude.  A better response that truly displays an appreciation is “my pleasure”. With enough practice, this phrase will become automatic. The impact is truly long-lasting!

It is the same when answering the simple question, “How are you?” It is more positive and inspiring to reply with exciting answers, like “wonderful”, “fantastic” or “super”, instead of simply “good” or “fine”. Remember that it is not what you say, but the way you say it that leaves a lasting impression. We will never have a second chance to make a first impression.