Он стремился создать такое впечатление, что не видит ничего плохого в своих действиях и ожидает за свои открытия скорее похвалы, чем осуждения. Лучшей политики он не мог бы избрать - тем самым он заранее обезоружил большинство своих критиков. В результате все обвинения, помимо воли Элвина, были переадресованы исчезнувшему Хедрону.
Сам Элвин, как стало ясно его слушателям, был слишком молод, чтобы усматривать какую-либо опасность в своих поступках. Шут, однако, должен был знать все куда лучше, но действовал он совершенно безответственным образом.
Had what I felt was a pretty good interview the other day, and as I always do, sent a short thank you email saying it was a pleasure speaking with them and expressing again why I wanted to work for them. Once again, I received no response. I know that if I sent an actual thank you card to an interviewer I wouldn't get a response, but it's so simple to just send a quick email back saying "nice to talk to you too."
Of all the interviews I've had, only one interviewer responded. Coincidentally....or not so coincidentally, that was also the only one where I had a second onsite interview. But, they were also the only one where they didn't use an HR person or recruiter. Is it typical policy now that HR would tell hiring managers to leave all correspondence to HR, except the interviewing itself? Why can't interviewers use common decency to just say "I appreciated meeting you too?"
What's your experience been? How often do you receive a response to a thank you email? In your experience have you ever received a response and then not gotten a second interview or an offer? Have you received a second interview or offer without getting a response to the thank you?
Also, I wanted to give the hiring manager my references, but he wouldn't take them, saying "HR will be handling that." Wouldn't it make sense for the hiring manager to be the one contacting references, or is this always done by HR?
We all know that thank you cards are surrounded by etiquette rules that do if you receive a thank you note in the mail or in your email inbox?.
We all know that thank you cards are surrounded by etiquette rules that dictate when they should be sent, what they should say and even how they should be written (by hand, of course). However, there are far fewer rules when it comes to responding to thank you cards. When someone says an in-person thank you, it’s generally regarded as good manners to respond by saying “you’re welcome,” but what should you do if you receive a thank you note in the mail or in your email inbox? Take a look at these guidelines for responding to personal and business thank you cards:
From a personal event
There are a number of personal events that generally call for thank you cards, including weddings, graduations, baby showers, birthdays and more. You’ll likely receive these thank you cards after attending the event or bringing or sending a gift. Any formal response to this type of thank you card really isn’t necessary – hosts of weddings or showers send so many thank yous after these events, that they won’t expect a response. If you see them in person soon after receiving the card, feel free to mention their kind words and that you’re so glad they enjoyed your gift. Sending a formal response card or email may result in a never-ending loop of thank yous (“No, thank you,” “No, no, thank you!”).
From an interviewee
Another time when thank you cards are all but mandatory is after a job interview. They’re considered good manners and a great way to sell yourself, whether the note is emailed or written on personalized stationery and mailed. Responses to these thank yous are a little different. Often, job candidates respond with a simple show of gratitude and some supplemental information, but in many cases, interviewees also ask specific questions about the next steps in the hiring process or to clarify a certain aspect of the job. In general, if you receive a post-interview thank you card or email, a quick response is kind but not absolutely necessary. For notes that have specific questions, you may want to follow up.
From a colleague
If you’ve helped someone find a job or gain a great networking opportunity, it’s not mandatory they send a thank you note, but don’t be surprised if they do. In that case, a response by email (or even via LinkedIn) is a good idea, especially if you hope to work with them in the future. Even just a short note like this is kind and manageable: “You’re welcome – it was no problem to send an email to John Smith. Let me know if there’s anything else I can do to help you out!”
From a boss
Praise from a boss feels great, so don’t be afraid to tell him or her you appreciate the acknowledgment. Respond using the same method they used (e.g., in person, email or written note), and make sure he or she knows you’ve gotten the message and that you’re glad your work was satisfactory. This sends a positive message that you care about your job and take pride in the work you do.
You’ve just offered assistance to one of your guests or customers, and they say, “Thank you!” In that very moment, what is your response to this expression of gratitude?
Perhaps you reply with the traditional “You’re welcome.” But perhaps you’re in the habit, instead, of saying “No problem” — or “Not a problem” — or “No worries.” While these latter responses might be appropriate for more informal personal settings, there are very good reasons to avoid them in the context of customer-service interactions. Here’s why ….
The dynamic central to customer service is that a customer/guest has a problem–a concern, a confusion, a complaint–that they bring to the attention of a staff member. The staff member’s job is to provide that customer with the solution to their problem: to resolve the complaint, to clarify the confusion, to remedy the concern. The first step in addressing a customer’s concern is to take it seriously–to validate the problem. The second step is to provide the solution to that problem.
Once you’ve offered a solution to the guest’s problem, and they say, “Thank you” — to then respond to this “Thank you” by saying “Not a problem” or “No problem” really makes no sense, and tends to undermine the basic assumptions of the customer service relationship.
When you say, “No problem,” the customer can hear this in one of two ways. They might hear it as meaning that what they considered to be a problem wasn’t really a problem, or not as great a problem as they thought it was. In a subtle way, this delegitimizes the customer’s concern, perhaps making them feel a bit silly or inept for even bringing it up. It also downplays the skillfulness involved in the solution that you offered.
The second way that the guest/customer might hear, “No problem,” is as meaning that it was not a problem for you to provide a solution to their problem. And this points to a confused reversal of the currency of customer service. Of course your solution wasn’t a problem–because it was the solution to the customer’s problem! And it’s exactly your job to provide such solutions. While it might be your intention–in saying “No problem”–to put the customer at ease, it’s just as likely to create a sense of agitation, or confusion, or lack of closure.
The phrase “No problem” can also harbor the implication that you’ve just done someone a big favour–something you really didn’t have to do, that was a bit inconvenient, a bit of an imposition, but you did it anyway. And perhaps now, in saying “Hey, no problem,” there’s also the unspoken assumption, “I know you’d do the same for me.” While this may be an appropriate dynamic among friends, or between business colleagues, it really isn’t appropriate for a customer service relationship. When we serve our guests, we’re not doing them a favour–for which we expect a return, in kind, somewhere down the line. We’re doing our job, hopefully in as dignified a manner as possible.
Once you’ve convinced yourself that “No problem” or “Not a problem” are not ideal ways to respond to a customer that has just thanked you, the obvious question is, how do I respond? And here the traditional “You’re welcome” or “You’re so welcome” are an excellent choice as your default response. When you say “You’re welcome,” you’re expressing to your customer, You are welcome to my help (both today and in the future)–in a similar way to how you might say to a friend, You are welcome to our home.
This signals clearly that you graciously accept the expression of gratitude, and that you were happy to help. It dignifies the customer service relationship, and acknowledges the basic currency of the interaction: namely, that guests are expected to have questions and concerns; and you are expected to have answers and solutions.
Closely related to “You’re welcome” is “With pleasure” (avec plaisir in French, and con gusto in Spanish). The idea is the same: you’re politely receiving the thanks, and expressing your happiness at being able to be of service. This is beautiful!
Along the same lines as “With pleasure” is the simple and direct “I’m glad I could help” or “We’re always happy to assist you.” And then, as the cherry on the customer service cake, you might even add: “Please let us know if there’s anything else that you need.”
Along with these verbal responses–or perhaps occasionally in lieu of them–are some powerful nonverbal ways of acknowledging a “Thank you”: a nodding head, an authentic smile, a slight bow, or hands brought together in a namaste/prayer position, as if to say: You are the honored guest, and it is indeed an honor to serve you.
Responding to a customer’s “Thank you” with a casual, downplayed “No problem” or “Not a problem” misses the opportunity to acknowledge your skillfulness and selfless generosity–as part of a job well done–and to dignify the exchange with an elegant “You’re so welcome” or “With pleasure.”
In highly competitive environments, little things like this matter. When there are dozens if not hundreds of hotels, restaurants, health clubs and spas to choose among, customers can be very discerning. And this means that creating the most positive experience possible for your customers, even in the smallest of details, really does yield tangible results.
And the truth is that words matter–particularly the final words of an exchange–which can leave a lasting impression, even if just a subtle one, that effects the customer’s future behavior in relation to your business. It may well determine whether or not they return to your hotel, restaurant, health club or spa. If they feel that their concerns were taken seriously, and their expressed gratitude graciously received, chances are better that they’ll be motivated to come back–and will encourage their friends and associates to do the same.
If someone thanks you for your time, compliments your product or service or otherwise has something good to say about your company, acknowledge your fan's appreciation with a return message. Example: Thank you for your kind letter of gratitude regarding the completion of your.
Positive online reviews are online marketing gold.
Whether the reviews are on Facebook, Google, Yelp, or other industry websites, 5-star reviews help build your reputation, increase trust, and encourage future customers to reach out to you.
You want to do anything you can to show that you appreciate 5-star reviews, in order to encourage more… right?
I hope so. So many business owners I work with pay little attention to positive reviews. The world stops when they receive a 1-star review, but a 5-star review? Meh—They click the “Like” button and move on.
No, no, no.
When a great reviews request process gets you new, glowing online reviews, you need to take two minutes for a heartfelt response.
Here’s the formula follow to make writing a positive review reply easier.
If Laurie, a great past customer, leaves you a positive Facebook review, here’s how you can respond:
“Laurie, thank you so much for taking the time to leave this excellent review. We really appreciate your business. Please let us know what we can do for you in the future.”
Here’s another spin in case you need inspiration on how to change it up a little for each review:
“Laurie, wow! Thank you so much for this great 5-star review. We really appreciate you being a loyal customer and helping to share the word about us. We’re here for you anytime.”
Armed with this simple process, promise me one thing: Treat your positive reviewers to the same amount of attention you’d give a negative reviewer. Help them see how important they are to you.
Great reviews are a real treasure in online marketing.
PS: Not blessed with only positive reviews? I have some advice for responding to negative reviews too! You may want to bookmark it, just in case…
Filed Under: Marketing Tips & Marketing StrategyTagged With: online reviews, reputation management
Almost all responses to "Thank you" are courtesy comments that have .. Paul Smitz and Barry Blake note: "No worries is a popular Australian.
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