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Communication Tip #154: Don't Be That Guy!

Communication Tip #154: Don't Be That Guy!
Not too long ago I decided to grab some breakfast at McDonald’s. I ordered my usual “Big Breakfast” which has eggs, sausage, hash browns and an English Muffin. McDonald’s started offering a “Deluxe” version of the Big Breakfast that included pancakes--so I have learned to let them know upon ordering that I wanted the “Big Breakfast with NO pancakes.”    Easy enough, right? Not this morning.    After I said I’d like a “Big Breakfast with no pancakes” the person behind the counter looked at me cock-eyed and said, “What??” So, I repeated my order. To which he said (with lots of snark), “The Big Breakfast doesn’t come with pancakes...that’s the ‘Deluxe Breakfast!’”    I simply responded back to him, “Every time I’ve ordered the Big Breakfast I’ve been asked if I wanted pancakes...which is why I ordered the way I did...I didn’t know you changed the name of the one with pancakes.” He just looked at me blankly and let me know my order would be ready soon.    They Don’t Have an SL...it’s the SEL...Geez!!   I want you to imagine that you’ve just come back to the office after taking a test drive in a car you’re considering purchasing. A co-worker asks you how it went-to which you respond, “I really liked that Toyota Camry. It drove really well and that SL version had most of the things I really ...”   Then, your co-worker interrupts you and says something like, “Camry SL?? Don’t you mean the SEL? Camry doesn’t make an SL version. Didn’t you drive the car?”&nb......
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“My Pleasure!” What Chick fil-A Teaches Us About the Power of Elevated Language

“My Pleasure!” What Chick fil-A Teaches Us About the Power of Elevated Language
My daughter and I love Chick fil-A and end up going there a couple of times a month as a treat for the both of us. Now, no matter what time I go there, it always seems busy! This has been true in restaurants that I’ve gone to in both California and Colorado. In fact, when I managed a community in Colorado we knew that if we didn’t get to our local Chick Fil-A by 11:15 am,  we were going to be stuck in a long line.    Besides the food, I love the level of service that they provide, which is unlike most other fast food restaurants. Let me give you an example: at my local restaurant in Huntington Beach, California associates frequently check on all the diners and ask how things are going and if we’d like them to “refresh” our beverage. Notice, they don’t ask if you want a “refill?”    If you say “thank you” they will always respond with “my pleasure!” Not, “no problem.” Not even, “you’re welcome.” Always, “my pleasure.”   When the lines start to get long and they open up a new register I will often hear, “It’s my pleasure to help you, here.” instead of, “Next in line.”    Little Things Mean a Lot   Isn’t it interesting how subtle the difference between “my pleasure” and “no problem” is-yet doesn’t it make a huge difference? I have been told by a friend of mine who works for Chick fil-A that phrases like “my pleasure” are known as “elevated language” within the c......
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