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Katharine C. Giovanni

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· Going Above and Beyond

· The Concierge Manual

· You canít? Why not?

· If they can do it in 1929, you can do it in 2014

· Itís OK to not be OK, just donít stay there

· Water Under The Bridge

· How to Spot a Fraud Email

· How to Find Out What You Were Born to Do.

· What to Do When Your Life Has Hit the Fan

· 52 Ways to Use a Concierge

· Ten Tips on How to Start a Concierge Business

· Reflections

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Four Simple Words That Will Change Your Career
By Katharine C. Giovanni
Last edited: Thursday, September 04, 2014
Posted: Thursday, September 04, 2014

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Recent articles by
Katharine C. Giovanni

• You canít? Why not?
• If they can do it in 1929, you can do it in 2014
• Itís OK to not be OK, just donít stay there
• Water Under The Bridge
• Sometimes Big Messages come from Small Packages
• How to Spot a Fraud Email
• How to Find Out What You Were Born to Do.
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Changing four words can literally change your life! Four simple words...

I want to share a very short story with you...

I had to go for my quarterly heart echo a few weeks ago (I'm a 2-year breast cancer survivor and they scan me all the time), and I often strike up a conversation with the hospital staff while I'm there. Being both a customer service and positive life trainer, it's become a habit now to talk to people I stumble across during the day. If I can help just one person, it makes my day. Just making people smile and laugh brings me joy!

When we arrive, my husband and I park in the lot of the hospital, walk into the reception area, sign in, and quietly sit down and wait for them to call my name. Ron has been a pillar of strength through this cancer nightmare as he has been solidly by my side for every appointment, surgery and treatment! He often still comes with me to appointments.

When they call my name, I walk over to the woman behind the first door so I can be registered for the test.

"Good morning Mrs. Giovanni" she says brightly as I walk through the glass door.

Is it a GOOD thing that everyone here knows me by name? I wondered as I sat down.

"Are you the one who taught me to say 'it was my pleasure' a few months ago?" she immediately asks me.

You see, the last time I was there, I struck up a conversation and we got onto the customer service topic, which I've been speaking on for the last decade or so. One of my biggest tips is to swap "you're welcome" for "it was my pleasure" as it takes your customer service level up at least five notches! Just that one little thing changes the entire energy and brings your level of service a whole new level.

"Yes, yes I am" I said to her smiling.

"Oh, I'm so glad I'm the one checking you in today! I've been wanting to thank you for weeks now. I've been saying that ever since I saw you and the response has been amazing. Patients and staff are not only treating me better and with more respect, but I'm getting so much positive feedback! Thank you so much for sharing that with me. My supervisor loves it!"


I've seen changes in people, but this one was incredible. The last time I was there, she didn't smile when I walked in, and signed me in for my test like a robot. So out of habit, I struck up a conversation with her to see if I could get her to smile at me. We chit chatted for a few minutes and eventually I got her onto customer service topics. I then quickly gave her a few tips that included smiling and saying "it was my pleasure."

Just four simple words changed her entire outlook! Even more amazing was that it got her noticed by her supervisor which might lead to a promotion. Now THAT's a positive change! The negativity was completely gone, and a warm, friendly and approachable woman was now sitting in front of me. What a difference!

So here's my challenge to all of you... start saying "it was my pleasure" instead of "you're welcome" for the next week and see what happens. I think you'll be pleasantly surprised!!!

Sometimes it is the simple things in life that are the most powerful.

Katharine is a two-time award-winning author, motivational speaker and the world's leading concierge trainer and consultant. She is the founder of both Triangle International and the International Concierge and Lifestyle Management Directory as well as the author of several business and motivational books. She can be reached at

Web Site Triangle International

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Books by
Katharine C. Giovanni

The Concierge Manual

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Going Above and Beyond

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