A successful job hunter must demonstrate suitable qualifications for a position when they are interviewing, including qualities beyond their skillsets that distinguish them from other qualified candidates. This is where your Three Key Strengths apply. These strengths distinguish you by demonstrating the qualities and characteristics you have utilized in exercising the responsibilities of your previous positions, and the accomplishments you have achieved.
A recent experience
After waiting a tedious hour in a doctor’s waiting room, I was finally asked to move to one of the treatment rooms. I thanked the receptionist, who promptly replied: “No problem.” This caught me by surprise. I’ve observed this term is used increasingly in the retail and service worlds, and it struck me at that moment that it was an inappropriate response.
Put off for an hour before a receptionist directed me to a room, I continued to wait. After another 30 minutes, I asked if the doctor would be available soon. She responded by telling me it would not be too long. I thanked her, to which she replied: “No problem.” Again. She said she would notify me when he became available.
I wondered why this well intentioned comment annoyed me and I paused to give it some additional thought. I decided it would be nice to hear: “I apologize for the delay; the doctor will be with you in just a few minutes….” Or “Sorry to keep you waiting.” But somehow, I had inconvenienced her by asking about the delay, and she was evidently telling me it was not a problem for her to report a longer delay.
Have you noticed that the most widely used statement made by retail sales, service representatives, attending nurses and receptionists today seems to have originated from a manual? It is thrown around constantly and leaves me with a feeling that I somehow inconvenienced the person providing a product or service, and they are doing me a big favor by having to respond.
Vermont Travel
I ask you to put this aside for one minute to tell you about a recent experience I had traveling with a friend to Vermont. We chose to travel north to take in the small town and farm country environment which is in sharp contrast to the New Jersey suburban atmosphere where we live. The surprises were many and pleasant. But the one that made the greatest impression is that I didn’t once hear the expression “no problem” during our trip.
Once it occurred to me this experience with Vermont retail and service people was different from my local experience, I began to look for it. And this activity became the most surprising part of my experience. Instead of the detached cliché, “No Problem” associated with any request from me, I heard things like: “I’m sorry to keep you waiting.” Or “It will be my pleasure to do that for you.” “Right away!” “I’ll be two minutes.” “Sorry for the inconvenience.” And my favorite: “Of course.”
I noticed the effect it had on me was very palpable and positive. Those responses were genuine, and they were not out of a “handbook.” The only “problem” I could foresee using alternative and appropriate responses is their use might create a new level of service expectation.
There are appropriate times when “no problem” may be applicable. I limit these occasions to situations when I’m asking for a task, favor, or product which is out of the ordinary, above and beyond the range of normal service expectations. It is then that an exclamation of “No problem” is appropriate and welcomed.
The Air Freight Forwarding Company
One example of the proper use of the expression involves a young Air Freight Forwarding company executive which was asked he could deliver 17 generators to Germany as quickly as possible. The company exec responded to the request saying they could receive, crate, and process the generators withing 48 hours for air shipment to Germany. The commitment was made before the air shipper learned each generator weighed 2,000 pounds and would be delivered on a flatbed truck, one at a time and uncrated.
The owner of the air freight forwarding company again said: “No problem,” after learning of the difficult logistics in handling the freight. The small office in downtown New York City had no loading dock to handle the request for crating and shipping the large generators.
Telling the customer their request would not be a problem was a huge commitment and a stretch for the small company. They met their deadline, but not without sacrifice and great effort. On a positive note, the customer was so impressed they remain today one of the shipping company’s top 10 customers.
“No Problem” became the signature phrase for the air freight company. They would do the impossible for a client. But it was not to be used for routine requests. That response was: “Consider it done.”
How eliminating the use of “No Problem” during a Job Interview makes a positive impression
After my Vermont trip and introduction to appropriate and improved responses to service requests, I began to consider how this plays out for the job hunter and the many new interactions encountered during their job hunting program.
In my conversations with hiring managers and other outplacement coaches, I’ve concluded that the expression “No problem” is overused to the point of being cliché. It is viewed as rote, and lacking sincerity.
I recommend removing it from your vocabulary during a job interview and replying to requests with a direct and sincere answer. It will be noted and appreciated.
“May a have a copy of your project report?” “An extra copy of your resume?” “Of course. I have extra copies with me.”
“Do you have time to meet with the incumbent?” “I was hoping I would have the opportunity.”
“Do you mind if I take a quick call; I have to speak with this individual?” “Of course. Would you like me to leave the room for your privacy?
“Would you like a tour of the facility?” “That would be very helpful to me.”
These are much more sincere and appropriate responses than the stock “No Problem.”
See additional blogs for further discussion of do’s and don’ts when participating in a job interview.
Ben