I am sure your first reaction when someone says: “Thank you,” is to say: “You’re welcome.” How many times have you given that response?
How many times have you responded: “No problem.” A few months ago I wrote: What Should You Never Say to a Client? and suggested you never say: “No problem” to a client.
I am reading Gut Kawaski’s book: Enchantment: The Art of Changing Hearts, Minds and Actions. If you want to check out what you will learn in the book, take a look at Dallas lawyer Michael Maslanka’s review.
I have written several blog posts including ideas from Psychology professor and persuasion guru Robert Cialdini. See Lawyers: Use Persuasion Principles to Develop Business. In Enchantment, Guy Kawaski tells his favorite Robert Cialdini story. He was sitting next to Cialdini at a lunch and they got into a discussion about what you should say when people thank you for doing a favor. Cialdini suggested:
“I know you’d do the same for me” is much better than “You’re welcome.”
Do you agree? Why do you think Cialdini suggests it is a better response? To get the idea, re-review Cialdin’s persuasion principles and watch this short video clip.