“My Pleasure”
In the previous post I shared a very valuable lesson I learned while speaking at a Ritz Carlton Hotel property. In essence, it’s that rather than greeting someone with – what I call – a typical “non-greeting” such as “How are ya’” or “How ya’ doin’” (notice the lack of question marks because neither are a question), a terrific, classy and value-based way is to instead say either “Good morning”, “Good afternoon”, or “Good evening.”
Readers comments were awesome and added much value to the original post.
So, let’s look at another “Lesson from the Ritz.” This has to do with responding to someone saying “thank you” after you’ve helped them.
Do you think the guest-contact employees answer with, “No problem”? No way!
They say, “My pleasure.”
Ohhhh. Beautiful. And it works anytime, anywhere, with anyone and in practically any situation.
“My pleasure.” It says it all.
I was speaking to a class of high school seniors and suggested that, whether working at a restaurant, running your own car detailing service or interviewing for a job, “You can separate yourself from the rest of the pack simply using those two words.”
Same if you are an adult.
“You’re welcome” is good. “My pleasure” is even better.
My suggestion is to make this a habit. You won’t regret it.
Glad to help. In fact, it’s…(okay, you saw that one coming, didn’t you?) 
My pleasure.
My pleasure.
My pleasure.
My pleasure.
My pleasure.
Think I got it. Hopefully, now for life. Thanks, Bob.
By the way, although you didn’t explicitly say it, I presume that “My Pleasure” is best said with a gracious smile.
this is also the standard response at Chick Fil-A
Great post, Bob! DebY, I was thinking the same thing! I noticed it right away when going through Chik-Fil-A drive through…it truly does leave a positive impression. That along with several other things about Chik-Fil-A makes them #1 in my book.
Good morning, Bob. Another great lesson. I agree with DebY that “My Pleasure” is best said with a gracious smile. Lovely. Have a wonderful Monday.
Bob,
I continue to struggle with this. No pro… I mean, my pleasure!
I appreciate your many words of wisdom!
I am also very excited for the next installment of the “Go-Giver,” “Go-Givers Sell More!”
David: That’s awesome.
And, yes, said with authenticity is what makes the response so powerful
DebY: No surprising, as S. Truett Cathy is such an amazing leader. Kindness and class seem to trickle down from the top, doesn’t it?
Shae: Thank you. And, great points re: Chik-Fil-A
Lori: Thank you. And, yes, the smile and genuine attitude is certainly implied within the response.
Grace: Thank you for your very kind feedback both regarding the blog and the new book.
Love it Bob! Yes, “my pleasure” ..simple, but powerful.
Dave – yes a gracious smile along with it .. charming.
Now add eye contact …and wham! Customer for life!!
Bob, love this advice. When I first heard it I started really noticing how many people say “no problem” which means “normally it would be a problems, but I guess in this instance I can make an exception,” or something like that. Kind of a mystery why so many think “no problem” is a positive response.
Hi Bob, So simple yet so effective!!! Thanks for your incredible blog
Great point Bob! Too often we become complacent in our lives and just go through the motions. These are probably the 2 most powerful words you can use. Thanks for the reminder!
Hi Bob–
I like, “I’m happy to help!” It’s a couple more words, with about the same meaning.
Love your Lessons from the Ritz. In fact, one thing I have learned about the most successful business owners is they find lessons in everyday normal encounters that are valuable life lessons for all of us.
Thanks for sharing your stories & life lessons!
Warmly,
Felicia
Thank you for these past couple posts. I’ve definitely slipped into the bad habit of spitting out a ‘Hey!’ instead of even Hi or Good morning as well as the ‘no problem’ without even thinking about it. Such small and simple changes really do make a difference and will help me to live with the ‘Grace Kelly class’ that I think is missing in today’s society.
Deborah: Yep, I agree. And, all those “uddah” things (smile, pos. attitude, eye contact, etc.) are hopefully implied in this context. (I hope)
Been a long time since we’ve heard from you.
Sara: I don’t think anyone necessarily does “think” about it’s meaning. It’s just something we hear others say and so we say it. That’s why I think saying “My pleasure” is so special; because those who say it are so rare. While it’s true that a large part of success is simply showing up; even more impactful is when you show up…and do something different (in a positive way).
Kirsti: Thank YOU (and, my pleasure).
Matthew: My pleasure. Thank you for your kind comment.
Felicia: Those are also great words to use. The key is that you’ve really honored the other person. And, knowing you as I do, that’s something you do quite consistently.
Hi Cameron, My apologies; somehow I missed your comment when I was responding. Thank you for sharing. The great thing is that you recognized it and are now working on it. THAT’s class.
Great post Bob! My experience in the RC world is that “my pleasure” is a genuine response. We have a new high-end residential tower here and a great deal of the staff comes out of Four Seasons which has much the same culture – every time I’m over there, I hear at least one “my pleasure” and you just know they really mean it!
The key, I believe, is that “meaning it” part. If they don’t mean it, it might as well be a “no problem”.
I’ve heard countless times – particularly in the hotel world – “my pleasure” used without the requisite underlying genuineness. The only way to achieve that is to have it start at the very top of the organization and build that genuine culture.
I go back to that old adage, however, of “fake it til you make it”. Even if you’ve never practiced this great service-oriented phrase, start using it with the smile, eye contact as suggested by Deborah, in very short order, people will get that you really do mean it!
Thanks for the nice reminder my friend!
I agree with “It’s my pleasure”. for a long time I was having trouble finishing off letters and emails in a fashion that reflected my from the heart sensibilities. Then I came across an associate who always ended his letters with ‘Best Wishes’. Since then I have always done the same. At times I have tried my other ending: Sincerely, thank you, etc.., but I have always returned to Best Wishes.It is more about my thoughts for them, then my approval or what they did for me. Anyway, I wanted to share that. – Best wishes, – David
I think “my pleasure” is a great phrase that everyone should make part of their vocabulary. I worked in a fine dining atmosphere- The Wine Cask in Santa Barbara, CA- and I was specifically instructed to say “My Pleasure” instead of “no problem.” Now, years later, it’s a natural part of my vocabulary and I use it regularly. These days, I’m working in a customer service position, and the phrase actually calms people down. It’s like priming- if you say “no problem” people hear the main word “problem,” a negative connotation. When you use the word “pleasure”, there is a positive connotation. Once you get used to throwing it out there casually, peoplpe take to it really well, even in every day situations. (Although I have had an International customer giggle on the phone every time I said it… haha)