Booher BanterBusiness Communication Consultant

You may have already heard this particular phrase several times today, or used it yourself:  "No problem."  What does it mean?  Is it an appropriate response to a question?  Is it a fitting substitute for "You’re welcome"?

I asked a member of the waitstaff at an above-average restaurant for a refill of my iced tea.  Her answer?  "No problem."  Since when does asking for a refill constitute a potential problem?  Those words immediately framed my request as a problem.  If you delve into the English language, the implications of "no problem" add a new dimension to the discussion.  The waitress was really implying this:  "The level of customer service you’re seeking will be provided.  But I would like to remind you that your request could easily be considered a problem because it means more work for me.  Even so, my boss tells me that I am here first and foremost to make your dining experience memorable, pleasant, and worthy of a return visit.  So I will go above and beyond, handle your problematic request, and refill your glass.  In other words, I’ll handle the problem and tell you it’s no problem…even though I’m a bit put out by it."

Gosh, I hate to go around town making a "problem" of myself. 

During a visit to my insurance agent’s office, I asked an administrative clerk to verify my policy number.  "Oh, that shouldn’t be a problem."  Inside my head I replied, "Well, I should hope NOT.  Am I imposing on you in some way?  This is an insurance office, correct?   Don’t I pay a small fortune for you to manage my policy?"  After she supplied the policy number, I gave her a warm, "Thank you."  Her response:  "No problem."

How about a pleasant "You’re welcome" packaged with a smile?  Is that asking too much?

Before using "no problem" as a generic fall-back response, try these tried-and-true favorites:  "You’re welcome."  "You’re very welcome."  "Absolutely!"  "It was my pleasure."  "I’m glad I was able to help." 

Those phrases close a conversation on a positive note rather than with the implication that the customer created a problem.

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