We ask for something, or say thank you to someone and they answer: "No problem". We all hear it. Most of us have probably said it. However we ought not to hear it in customer service situations, in particular where a problem does not exist.
Today I thanked the person for making my sandwich. "No problem", he said. How would this be a problem? What else would he be doing? It is a sandwich shop. Sandwiches are all they do. It never occurred to me my ordering a sandwich in a sandwich shop would be a problem. Perhaps I should have gone to the fish and chips place next door.
When I asked if my room was ready the front desk person said; "No problem". Why would there be a problem was what I was thinking while she was doing whatever they do on the computer. Perhaps she couldn't find my reservation. Perhaps, I didn't know what. I felt a little nervous.
I asked if I could buy an annual membership at the aquarium, the nice person at the counter said; you guessed it, "No problem". I was wondering, why she would say that as she looked down at something below desk level. Her only purpose is to take money from people. What possible problem could I be causing? I felt a little guilty. If it was almost a problem to buy an annual membership perhaps I should have just bought a daily pass.
I called down to find out what time breakfast was in the morning, when I thanked her she said; "No problem". What? Perhaps I was making some social snafu by asking about breakfast. I didn't know I was close to causing a problem. But as I know I make social mistakes often I was uncertain.
I asked when the pool would re-open, when I thanked him for responding he said; "No problem". Did he think having the pool out of service when one of the reasons we were back at the motel was so the kids could use the pool was not a problem? I didn't argue with him, but I thought it was a problem.
No problem is one of those negative statements that I don't believe ever is appropriate in a customer service situation. Even when I know I am causing a problem I don't want to be told about it. And if I am not causing a problem then thank me for asking, or for my business, or for whatever.
Whatever happened to "Thank You", or "You're Welcome"? Why not say; "Glad to be of service", or "Thank you for letting me be of assistance".
These statements would make me feel much more comfortable.
In particular when it comes to health care, where the customers are already a little uncertain at best and at times are downright nervous, using the phrase no problem doesn't help them or you.
I hope this helps you,
Rick
