Four Simple Words That Will Change Your Career

I want to share a very short story with you...I had to go for a CAT scan a while back (I'm a breast cancer survivor and they scan me twice a year), an

I want to share a very short story with you…

I had to go for a CAT scan a while back (I’m a breast cancer survivor and they scan me twice a year), and I often strike up a conversation with the hospital staff while I’m there. Being a motivational customer service trainer, it’s become a habit to talk to people I stumble across during the day. If I can help just one person, it makes my day! Just making people smile and laugh brings me joy.

When we arrived, my husband and I parked in the lot of the hospital, walked into the reception area, signed in, and quietly sat down to wait for them to call my name. Ron has been a pillar of strength through this cancer nightmare and has been solidly by my side for every appointment, surgery and treatment. Four years later and he STILL comes with me to appointments. When they called my name, I walked over to the woman behind the first door so I could be registered for the test.

“Good morning Mrs. Giovanni” she said brightly as I walked through the glass door.

Is it a GOOD thing that everyone here knows me by name? I wondered as I sat down.

“Are you the one who taught me to say ‘it was my pleasure‘ a few months ago?” she immediately asked me.

You see, the last time I was there, I struck up a conversation and we got onto the customer service topic. One of my favorite tips is to swap out “you’re welcome” for “it was my pleasure” as it takes your customer service level up at least five notches. Just that one little thing changes the entire energy and brings your level of service to a whole new level.

“Yes, yes I am” I said to her smiling.

“Oh, I’m so glad I’m the one checking you in today! I’ve been wanting to thank you for weeks now. I’ve been saying that ever since I saw you and the response has been amazing. Patients and staff are not only treating me better and with more respect, but I’m getting so much positive feedback! Thank you so much for sharing that with me. My supervisor loves it!”


I’ve seen changes in people, but this one was incredible. The last time I was there, she didn’t smile when I walked in, and signed me in for my test like a robot. So out of habit, I struck up a conversation with her to see if I could get her to smile at me. We chit chatted for a few minutes and eventually I got her onto customer service topics. I then quickly gave her a few tips that included smiling and saying “it was my pleasure.”

Just four simple words changed her entire outlook! Even more amazing was that it got her noticed by her supervisor which she said might lead to a promotion. Now THAT’s a positive change! The negativity was completely gone, and a warm, friendly and approachable woman was now sitting in front of me. What a difference!

So here’s my challenge to all of you… start saying “it was my pleasure” instead of “you’re welcome” for the next week and see what happens. I think you’ll be pleasantly surprised!

Sometimes it is the simple things in life that are the most powerful.

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