In favor of the abolition of “You’re welcome.”

It’s a matter of perspective, I know. You go to a “big box” store and are waited on by a helpful and friendly employee. Because your mother did a good job of raising you, you say “Thank you” to the employee. He says, “You’re welcome.” Just a polite exchange of pleasantries, right? But so, so wrong.


The perspective of the employee is the important thing here. It is this perspective that is so wrong. The employee is looking at this encounter with the customer from the natural, unenlightened viewpoint of the hireling. It goes something like this:

“My job here is to keep this section of the store nice and neat. Safe too. I keep an eagle eye out for spills and sharp pokey things. Nothing gets past me. Fully stocked shelves, that’s my job too. And customer service. Like the manager said, ‘Nothing is more important than helping the customer.’ Oh there’s one now.”


So they help the customer and expect the customer to show their appreciation for the help. When they say “thank you,” the employee says, “You’re welcome.”


Now, lets say you own this store.


You know that payroll is this Friday and everyone expects to be paid. Not just this Friday, but also next Friday and every Friday for the rest of time. Vendors will be paid or they stop vending. And it all depends on customers buying from you. Not just this week, but next week. There are many alternatives out there and you realize that the only reason a customer would choose you is because they had a preference for you. Maybe you are the only store that could supply a certain part or service, but probably not. More likely, there are dozens of companies that can provide that part or service.

So, what is your attitude about that customer? They are the reason this store exists—that’s for sure. But, they must be so tickled to do business with you that they prefer you to the competition. You have done everything you can think of to make this the preferable business for your products.

You, Business Owner, are incredibly thankful for that customer. And, if that employee has half a mind, he will grasp that thankfulness and take it to the very center of his soul. How will you know that he did?

“Thank you.”


“Oh NO. Thank YOU.”


And he will mean it.


If you are a business owner, or an employee that “gets it,” you too will be in favor of the abolition of “You’re welcome.”

Changing your company's name.

In Harry Beckwith’s book, “What Clients Love,” he talks a lot about naming a company. Enough so that he scares me to death at the task. His opening essay on naming is the prediction that George Bush would beat Al Gore because George’s name is George and Al’s name is Al. Really!

In a word study, someone with way too much time on their hands discovered that the name “George” is preferred over the name “Al.” They assemble 85 “random” names that just happened to include every presidential contender since George Washington--yes, Adlai and Calvin were on the list. In every case the “stronger” name came out the victor. The essay ends with just tree words that place a burden squarely on my shoulders: “sweat your name.”

Our old name was born out of our neophyte business. We mowed grass. Period. And we wanted to communicate that by naming our company “Just Lawns.” The trouble with that is our little company was a lot like yours--it enjoyed some degree of success and expanded its services to include landscaping and sprinklers. Sound familiar?

Through the years that followed we have limited our offerings to sprinkler repair. So our old moniker, “Just Lawns” completely mis-informs by implying something we haven’t done in years.

It’s time to change. But to what?

I’m going to close with a list of names we are considering:
GeyserSmith
RainSmith
Sprinkler Bee
Sprinkler Dr.
Sprinkler Kaput

Any input would be glorious. This load’s getting heavy.

P.S. And just in case you think this stuff is easy, your colors even have a say in your success. Look at this HP article.