The Words Do Matter
by: Kevin Eikenberry
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
(continued...)
The Words Do Matter
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About The Author
Kevin Eikenberry is the Chief Potential Officer of The Kevin Eikenberry Group (KevinEikenberry.com) and author of Vantagepoints on Learning and Life. To read more stories like the one above or order your copy of the book visit http://www.vantagepoints.net or contact Kevin at (317) 387-1424 or toll free 888.LEARNER.
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