Comments for 42 Rules of Employee Engagement http://www.42rules.com/employeeengagement_blog A practical, straightforward and fun look at what it takes to build community, commitment and a culture of engagement Thu, 09 Sep 2010 14:43:18 +0000 http://wordpress.org/?v=2.5 Comment on No Problem… Is Civility Too Old Fashioned? by Susan S. http://www.42rules.com/employeeengagement_blog/?p=22#comment-110 Susan S. Fri, 28 Aug 2009 12:57:08 +0000 http://www.42rules.com/employeeengagement_blog/?p=22#comment-110 I hear you Abby, thanks for your comment. I think the thing that rubs me in this phrase is the negative statement of a problem at the conclusion of a business transaction that should end on a positive note. It just bugs me. At the end of our business transactions we want to leave our customers feeling as positive about us and our services as we can. I hear you Abby, thanks for your comment. I think the thing that rubs me in this phrase is the negative statement of a problem at the conclusion of a business transaction that should end on a positive note. It just bugs me. At the end of our business transactions we want to leave our customers feeling as positive about us and our services as we can.

]]> Comment on No Problem… Is Civility Too Old Fashioned? by Abby http://www.42rules.com/employeeengagement_blog/?p=22#comment-109 Abby Fri, 28 Aug 2009 02:16:32 +0000 http://www.42rules.com/employeeengagement_blog/?p=22#comment-109 I am the kind of person that notices the details. I probably take way too much umbrage in the types of slights discussed here, so to a certain degree, I'm on board. Yes, I notice when a "thank you" goes unuttered. Yes, I notice it when I hold the door for someone at Starbucks, allowing them to go ahead of me in line, only to have them saunter through without even an acknowledgment of my presence, let alone offer an expression of gratitude. However, I have a problem with people who have a problem with "no problem." It's a phrase. It's not intended to be dissected. What does "you're welcome" mean when it is broken down? You're welcome to...what, exactly? It's an acknowledgment of someone's expression of gratitude. The phrase could easily be "I acknowledge your expression of gratitude" instead of "you're welcome." One is shorter but I would assert that the meaning is the same. I find myself saying "no problem" in lots of situations, and it doesn't mean that I'm not sincere. That said, I recognize that people have latched on to "no problem" as a somewhat lazy acknowledgment of thanks, so I try to avoid it in professional situations, but again, it is not an indication of insincerity or entitlement. I think we should give "no problem" a break, and perhaps save our frustration for the people who stare blankly in return to a "thank you." We should also remember that cashiers are 1) probably not on a career path, 2) can, on occasion, be miserably mismatched (personality-wise) for the job that they do and, 3) like the rest of us, can be having a bad day. I am the kind of person that notices the details. I probably take way too much umbrage in the types of slights discussed here, so to a certain degree, I’m on board. Yes, I notice when a “thank you” goes unuttered. Yes, I notice it when I hold the door for someone at Starbucks, allowing them to go ahead of me in line, only to have them saunter through without even an acknowledgment of my presence, let alone offer an expression of gratitude.

However, I have a problem with people who have a problem with “no problem.” It’s a phrase. It’s not intended to be dissected. What does “you’re welcome” mean when it is broken down? You’re welcome to…what, exactly? It’s an acknowledgment of someone’s expression of gratitude. The phrase could easily be “I acknowledge your expression of gratitude” instead of “you’re welcome.” One is shorter but I would assert that the meaning is the same.

I find myself saying “no problem” in lots of situations, and it doesn’t mean that I’m not sincere. That said, I recognize that people have latched on to “no problem” as a somewhat lazy acknowledgment of thanks, so I try to avoid it in professional situations, but again, it is not an indication of insincerity or entitlement.

I think we should give “no problem” a break, and perhaps save our frustration for the people who stare blankly in return to a “thank you.” We should also remember that cashiers are 1) probably not on a career path, 2) can, on occasion, be miserably mismatched (personality-wise) for the job that they do and, 3) like the rest of us, can be having a bad day.

]]> Comment on No Problem… Is Civility Too Old Fashioned? by Susan S. http://www.42rules.com/employeeengagement_blog/?p=22#comment-108 Susan S. Thu, 27 Aug 2009 21:06:23 +0000 http://www.42rules.com/employeeengagement_blog/?p=22#comment-108 Thanks Rick. Sounds like some good can come from this difficult time in our economy. Perhaps we will all be forced to become a little better- especially at those core practices that really make a difference. Thanks Rick. Sounds like some good can come from this difficult time in our economy. Perhaps we will all be forced to become a little better- especially at those core practices that really make a difference.

]]> Comment on No Problem… Is Civility Too Old Fashioned? by Rick Stamm http://www.42rules.com/employeeengagement_blog/?p=22#comment-107 Rick Stamm Thu, 27 Aug 2009 18:05:04 +0000 http://www.42rules.com/employeeengagement_blog/?p=22#comment-107 The message from our Chamber President today included a section on customer service. Evidently there are a number of businesses using this downturn in the economy as a time to rethink the basics. According to Tom, many are taking another look at customer service as a key business strategy. We can only hope. http://www.atthecenterlcci.com/video/09_08_27/index.html The message from our Chamber President today included a section on customer service. Evidently there are a number of businesses using this downturn in the economy as a time to rethink the basics. According to Tom, many are taking another look at customer service as a key business strategy. We can only hope.

http://www.atthecenterlcci.com/video/09_08_27/index.html

]]> Comment on No Problem… Is Civility Too Old Fashioned? by Susan S. http://www.42rules.com/employeeengagement_blog/?p=22#comment-106 Susan S. Thu, 27 Aug 2009 16:26:15 +0000 http://www.42rules.com/employeeengagement_blog/?p=22#comment-106 Hi Pat, Wow! I wonder what would happen if someone would try to play "Charades" with a person exhibiting this bazaar behavior. Using the word "thank you," of course, as the goal. It would be fun to see the response - and if the employee would get the picture. Let me know if you have an opportunity to try it! Hi Pat,

Wow!

I wonder what would happen if someone would try to play “Charades” with a person exhibiting this bazaar behavior. Using the word “thank you,” of course, as the goal. It would be fun to see the response - and if the employee would get the picture. Let me know if you have an opportunity to try it!

]]> Comment on No Problem… Is Civility Too Old Fashioned? by Pat http://www.42rules.com/employeeengagement_blog/?p=22#comment-105 Pat Thu, 27 Aug 2009 15:56:34 +0000 http://www.42rules.com/employeeengagement_blog/?p=22#comment-105 I have experienced the same phenomenon as Trena. I made it a point to see if the person woud say anything. Nothing. I said *Thank you*, because I am like Susan and almost feel compelled. Still nothing, not even a *No Problem*. I watched him do it again with the next customer in line. I think I'll just continue to model polite behavior and take my money where polite behavior is common. I have experienced the same phenomenon as Trena. I made it a point to see if the person woud say anything. Nothing. I said *Thank you*, because I am like Susan and almost feel compelled. Still nothing, not even a *No Problem*. I watched him do it again with the next customer in line.

I think I’ll just continue to model polite behavior and take my money where polite behavior is common.

]]> Comment on No Problem… Is Civility Too Old Fashioned? by Susan S. http://www.42rules.com/employeeengagement_blog/?p=22#comment-103 Susan S. Thu, 27 Aug 2009 14:46:37 +0000 http://www.42rules.com/employeeengagement_blog/?p=22#comment-103 Trena, that is pretty weird. I have not seen this behavior here yet...thankfully! What you describe elevates poor service to the level of hostility! Perhaps a goal for such an organization would be to climb back up to plain old bad service as a start! = ) Take care and thanks for sharing this! Trena, that is pretty weird. I have not seen this behavior here yet…thankfully! What you describe elevates poor service to the level of hostility! Perhaps a goal for such an organization would be to climb back up to plain old bad service as a start! = ) Take care and thanks for sharing this!

]]> Comment on No Problem… Is Civility Too Old Fashioned? by Trena M http://www.42rules.com/employeeengagement_blog/?p=22#comment-102 Trena M Thu, 27 Aug 2009 14:30:08 +0000 http://www.42rules.com/employeeengagement_blog/?p=22#comment-102 My sentiments exactly! I, too, have noticed this same disappointing trend along with another happening more and more frequently: a cashier ringing up a purchase, then.... silence.... not even stating the amount due. The first time it happened, it was strange. Then it happened again and again and again. Incredulous. I'm expected to just look at their screen's total and pay while they sit in silence? The eyebrow goes up... Susan, you have hit on important points and where there is a lack of innate civility, I feel it must be trained. Where is the training? Bosses, listen to your staff and how they speak to the customers. Model it. Expect it. Please, thank you, and you're welcome are not antiquated, they are absolutely necessary parts of the transaction. My sentiments exactly!
I, too, have noticed this same disappointing trend along with another happening more and more frequently: a cashier ringing up a purchase, then…. silence…. not even stating the amount due. The first time it happened, it was strange. Then it happened again and again and again. Incredulous. I’m expected to just look at their screen’s total and pay while they sit in silence? The eyebrow goes up…
Susan, you have hit on important points and where there is a lack of innate civility, I feel it must be trained. Where is the training? Bosses, listen to your staff and how they speak to the customers. Model it. Expect it. Please, thank you, and you’re welcome are not antiquated, they are absolutely necessary parts of the transaction.

]]> Comment on Microsoft Woes? Try Apple for Support! by LnddMiles http://www.42rules.com/employeeengagement_blog/?p=16#comment-75 LnddMiles Fri, 24 Jul 2009 08:01:20 +0000 http://www.42rules.com/employeeengagement_blog/?p=16#comment-75 Great post! I’ll subscribe right now wth my feedreader software! Great post! I’ll subscribe right now wth my feedreader software!

]]> Comment on Microsoft Woes? Try Apple for Support! by KonstantinMiller http://www.42rules.com/employeeengagement_blog/?p=16#comment-68 KonstantinMiller Mon, 06 Jul 2009 18:03:52 +0000 http://www.42rules.com/employeeengagement_blog/?p=16#comment-68 Hi! I like your srticle and I would like very much to read some more information on this issue. Will you post some more? Hi! I like your srticle and I would like very much to read some more information on this issue. Will you post some more?

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