It seems that we live in world where certain phrases are no longer, or very seldom, part of our day-to-day discourse.  Take, for example, the phrase “You’re Welcome.”

I point this out because of an experience yesterday morning at local eatery.  Three to four days each week I visit this particular place for breakfast and a little out of the office writing time.  They have a decent menu, serve good food promptly, and they have multiple WiFi options, so that I can process my e-mail, write blog posts, and monitor my social media connections.

Yesterday morning, after reading a blog post from my friend Ray Edwards regarding ‘The Magic of Courtesy,’ I was struck by something my server said when they delivered my iced tea.  As they placed the cup on the table, I said “Thank you.”  The server actually looked at me and said “You’re very welcome.”


A small gesture, and perhaps a blast to the past for someone like me, but a moment that got my attention.

Worth noticing?

Yes, for several reasons.

First, because it seemed very genuine…like this person actually cared about my dining experience.

Second, because it was unexpected…no one these days seems to say “you’re welcome” anymore, let alone make eye contact.  In fact, most of those who respond at all utter a tortured or careless (depending upon their mood at the time) “No problem,” as if it should be a problem for them to do the hong kong job they have signed up for, i.e., delivering a beverage to a customer in an eating establishment.

Third, because it reminds of the importance of small gestures…they build stronger relationships and create better experiences.  The kinds of experiences that people talk about that help to grow your credit union.

Enough said.

ACTION ADVICE: Review your member service training and execution.  Are you training your team members to say a sincere “You’re welcome” when a member thanks them for something they have done?  Are they delivering a sincere “Thank you,” when they conclude each member contact?

VALUABLE  BONUS TIP: If you really want to take it to the next level, teach your front line staff to not only say “Thank you” and “You’re Welcome,” but also to use the member’s name along with these statements, i.e., “Thank you, Mr. Hudson” or “You’re Welcome, Mr. Hudson.”  These personal connections will increase the impact and help you build stronger member relationships that increase loyalty and support your credit union’s long term growth!