The Words Do Matter
Air Canada Flight 154
I was boarding a flight in Edmonton, Alberta, bound for Toronto
after a long day. As I handed my boarding pass to the Air Canada
gate agent, I asked her if she was having a good day. Her
response has been in my mind for nearly two weeks. She looked at
me, smiled, and said, "All the better for you asking me, thanks."
As I literally skipped down the jetway, I smiled. I have asked
hundreds of people if they are having a good day. Never have I
received that response. I've heard, "It's ok.", "No not really,"
and "Fine, thanks." But never, until now, have I heard "All the
better for you asking me, thanks."
Her response was gracious and warm. It wowed me as a Customer -
giving me a very positive experience with Air Canada (even
before I was on the plane!) More importantly, it made me feel
special as a human being. Perhaps she was taught to say this by
a parent at a young age and it was an automatic response. Even
if this were true, her genuine response makes that irrelevant.
What would have been a normal flight was changed by eight words
- eight words I am sure I will never forget.
The Internet Essay
Recently I read an essay from one of my favorite writers. Scott
Ringwelski writes an essay each week called Positive Pause. Last
week's issue starts . . .
" No Problem...actually is.
' No problem.' It seems natural, easy going, off the cuff,
casual.
It's a throwaway line for a disposable world.
However, how does your throwaway line and casual attitude
translate to those you say it to?"
Scott goes on to say that the two words are actually two
negatives, no and problem. Through a wonderful personal story he
relates that rather than answering a request with "no problem,"
it would be much more meaningful and powerful to say "It would
be my pleasure." Scott knows, as does my Edmonton friend, that
choosing these words can make a huge difference.
Rhea
A few hours ago my step mother passed away. While there are many
ways she blessed my life and there will be many things I will
remember about her, the thing that strikes me now is one of her
favorite phrases. "Terrific!" Ask Rhea how she was, and she,
more often than not, would say "Terrific!" Even over the last
few months when she was very ill. When you saw her, or spoke to
her on the phone, if you asked how she was, she would say,
"Terrific!"
Certainly in these last few months she hasn't always been
terrific, at least by most people's standards. Her optimistic
reply though, always lifted my day - even if I were calling to
try and lift hers.
The Common Thread
In all of these cases, the words chosen by people have made a
positive difference to those around them. As a consultant if I
think about these word choices, I could easily make a case that
using these phrases would be powerful in terms of Customer
Service, and internal communications.
Most importantly though is that choosing these words transforms
the people who say the words. Think about my Air Canada friend
saying, "All the better for you asking me, thanks!", or anyone
saying "It's been a pleasure," or "Terrific!" These phrases
recast our thinking and our self talk in a more positive,
focused, and accountable way. Indeed, these words can make a big
difference in the lives of others, and in our lives as well.
The words do matter. To everyone.