Sincerity in Communications

Companies and organizations are training front line employees to be polite – and that’s a good thing.  But sometimes the training can lead to insincere, ridiculous or even robotic communications. 

Let’s start with an example that doesn’t even involve a human.  When you insert your identification card into a First Hawaiian Bank automated teller ("Otto") the first screen that comes up says "Welcome!  It is our pleasure to serve you."  Really?  The machine is getting a kick out of the transaction?  I don’t think so.  This is a case of a ridiculous attempt to be polite.  It would be perfectly appropriate to say “Thank you for using Otto” or something similar.  But I find it ridiculous when someone programs a machine to express human emotion.  

Similarly, there are hotels that have programmed their employees to universally respond to a guest request with the phrase, “my pleasure.”  Sometimes that may be ok.  If I ask a concierge for a reservation or ask a desk clerk for extra towels that could be an appropriate response for a customer-oriented organization.  But, it shouldn’t be universal.  “Please give me a wake up call at 4 a.m.”  “My pleasure.”  Really?  You take pleasure in waking me up at 4 a.m.?  “My toilet is overflowing, please get it cleaned up.”  “My pleasure.”  Right.  Employees should be polite – but sincere, otherwise the exchange just sounds artificial. 

Here’s another case of hospitality training gone awry.  A hotel trained all of its staff (including housekeepers and groundskeepers) to make eye contact and greet the guest when they are within ten feet.  The result?  Housekeepers and groundskeepers avoided guests like the plague.  

I’m all for civility and polite exchanges.  But they have to be sincere to be believed.