"It's a competitive world. Everything counts in large amounts." - Depeche Mode, 1983
When it comes to the customer experience, everything counts.
Everything you say and do makes the experience better or worse. There are no neutral touch points.
There's a neighborhood bakery that I love to go to; the smell of the fresh-baked breads, the display of all those warm bagels in baskets, and soothing classical music constrasted by the cocophany from the kitchen: It's all part of th experience. Yes, buying bagels can be a pretty cool experience.
A week earlier, a different cashier had said, "Enjoy your day, and especially those bagels!"
One cashier kept the experience sharp, while another dulled it. One was memorable, while the other was as forgettable as the toll collector on the highway.
The point is this: the words you use matter. They're like the script in a play. The right words, well-chosen, can enrich the customer's overall experience.
Eliminate all trite, cliche phrases from customer-facing dialogue, and replace them with something more creative and relevant to the product or service.
The words you use in delivering the product are every bit a part of the experience as the product or service itself. Use words with a purpose.
If you want your words to improve the customer experience, then "No problem" is a big problem.
What do you say to your customers?