“My Pleasure!”

If you’ve ever said, “Thank you” to a Chick-Fil-A team member, you’ve probably heard the reply, “My pleasure!”

Chick-fil-A founder Truett Cathy once heard that response from a Ritz-Carlton hotel employee and noted how it sounded friendly and more emphatic than “You’re welcome.”

New hires at Chick-Fil-A are specifically trained on how to make guests feel cared for and language is a big part of that. For example, instead of asking, “Do want more soda?” team members will say, “May I refresh your beverage?”  Similarly, customers are “guests” and employees are “team members.”

In all areas, little things make a big difference. For example, here’s a subpoena using the Comic Sans font.

Looks ridiculous right?  Even though the words are “correct,” the font creates a feeling of silliness.

For financial advisors and financial planners, small details can make a big difference in how you and your business is perceived.  Here are some things to consider:

  • Are your phone calls answered with consistent language and a friendly voice?
  • Does your email correspondence use a standard, professional font? How about your email signatures?
  • Is your office environment tidy and welcoming?

Here is a three-step process for setting your service standards:

  1. Decide what’s important to you and your clients. You can’t micromanage every client interaction, but you can determine what are the most important elements.
  2. Set the standard. Precisely describe how you want things done. For example, if you want everyone to use the same email signature, then create a template for everyone to use.
  3. Confirm compliance. A standard is not a standard if everyone doesn’t do it. Therefore, periodically verify that the standards are being followed.

What are your most important services standards? Let me know in the comments below.

, , ,

No comments yet.

Leave a Reply