One of the perks of working in the luxury industry is that you sometimes get to stay in lovely places and dine in very nice restaurants. One of the drawbacks is that you can become hypercritical of the service you receive. I write this blog with the intent of providing insight and guidance on what luxury customer service should look like. If I call out a particular phrase or behavior, it’s not from arrogance, but from a strong belief that when customers are willing to spend more, they should receive a commensurate level of service. That means every action, word, gesture, and expression on the part of the luxury sales and customer service professional should echo the premier experience. The luxury professional should always be thinking of ways to improve the customer experience. When I was at Tiffany & Co., the mantra was “always say it better.” That translated to taking a moment after each customer interaction to reflect upon how you could have improved the experience for the customer and how you might have phrased something better. Which brings me to my latest pet peeve.
During a recent business trip to Miami, I was looking forward to a lovely dinner at a highly recommended restaurant. Everything was perfect—the linens were white and crisp, the silverware gleamed, the menu presented tantalizing suggestions, and the lighting and music were appropriately subdued. I made my selection and after a few minutes the waitperson returned with the glass of wine I had ordered. As she set it down before me, I said, “Thank you very much.” She smiled and replied, “No problem.”
The response, “No problem,” is something I expect to hear when I thank the roadside assistance person for changing my tire, when I thank Siri for telling me what film won Best Picture, or when I extend my gratitude to the clerk who bagged my groceries. The phrase is fine in an informal context, but I cringe a bit when I hear it in a luxury setting. It may be a little thing, but when it comes to delivering exceptional service, it’s all about the little things. “No problem” also contains two negative words: ‘no’ and ‘problem’. If I’m thanking you, why should the first word out of your mouth be “no” and what exactly was the “problem” we managed to avoid?
There are a few other phrases I would group with “no problem” as being too casual for a luxury experience:
“Don’t worry about it.”
“Don’t mention it.”
So how can we say it better? A simple, “You’re welcome,” is always a welcomed response. Other more appropriate replies include:
“You’re very welcome.”
“You’re so welcome.”
“You’re most welcome.”
“It’s my pleasure.”
“It’s my sincere pleasure.”
“It was very much my pleasure.”
“Certainly. I’m happy to be of service (or assistance).”
“Thank you for your patronage.”
Every interaction with a customer is an opportunity to create a memorable and enjoyable experience. Consider how you can create a warm and engaging greeting and how your parting words might encourage a customer to return. But also think about how you might improve all the small exchanges in between the greeting and farewell to enhance the luxury experience. How can you say it better?
I’ve only offered a few ideas here and I’m certain my readers have more to share. How do you respond to “thank you?” I invite you to contribute your own suggestions below.