No Problem! And Other Negative Commentary

"No Problem!" Two of the most negative words in the English language are "no" and "problem" which, when joined together, are fast becoming an all-too-common phrase. Why is it that in the year 2009, when the human race is at its historic peak in having achieved the highest levels of intellectual and spiritual accomplishments, and at a time when bookstore shelves are full of volumes about positive thinking, building a better life, achieving greater personal and professional success, and other self improvement topics, do so many accomplished people, professionals and others, respond to positive requests with such a downward focused and negative set of words as "no" and "problem"? Other choice responses that coincide with the "No Problem" way of life include terms like: I think negatively when others think positively; Negative trouble; I don't disagree; I have nothing else to say; and my personal favorite...You’re a Jerk!

Some may say these are just words, and there's no need to take them so literally. Well, so are terms like: You're Hired! Congratulations! You just won $10 million! I Love You! Marry me! You look beautiful! You have a new son! You're a genious! Thank you! You just won a new car! Your daughter will receive a full scholarship! Are these also...just words? I just don't get it! Why respond to any positive conversation with such a negative response as "No Problem"?

I received a phone call from one of our firm's most prestigious clients. This particular client has always appreciated the tremendous attention we've given him and our other clients, and the positive energy that emanates from our employees. In this particular call, my client asked me if we'd recently hired a new administrative assistant. I told him that we had, and he asked me if we'd yet shared with her our perspective on positive energy that he enjoyed so much, which evidently was one of the reasons he'd elected to do business with us. He commented about having called our offices a few times over the last week and having heard "No Problem" from our new administrative assistant in response to his requests. He expressed concern over what he felt was a negative impression being given to our clients by a new employee who hadn't yet learned our style of positive communications.

Is this a great client, or what?! How many times have your clients called you for the express purpose of guiding you as to how to improve your company beyond what they perceive as already great? I immediately realized that "No Problem" was not the preferred term of the day, and that "a problem" was brewing.

I took the initiative to speak with our new employee. I asked her to complete a project for the client who'd called me. She responded to me by saying...you guessed it, "No Problem!" and she immediately set about to complete her task. As I stood at our new employee's desk, I couldn't help, but feel that a change had occurred as a result of her choice of words. While she had demonstrated her work ethic by dropping everything to complete my request, my mood still changed from bright to a bit dark. While I knew that our new employee would complete her task and create the results I sought, I grew concerned about the experiences she might inadvertently create for our clients along the way.

I spent a few minutes explaining to our new employee the negative view that positive thinkers have about terms like "No Problem". She said "There is no problem, so I'll be happy to do what you asked." So, I asked her that if she was attempting to convey a positive response, why she would bring into our conversation the possibility of problems. She responded by saying that no problem existed, ergo the use of "No". "So, then why use those negative words?" I asked. I tried and tried to enlighten her to see the true meaning of the words "No" and "Problem". Try as she might, she simply didn't understand, and she looked at me in a very confused way.

So, I thought for a moment and asked her the following question: "If someone asked me what I thought about you, how would you like me to respond?" Our new employee described herself using a list of very positive words and statements, including intelligent, kind, hard working, helpful, high energy, a good employee, a nice person, attractive, a good mother, friendly, empathic, and the list went on. Nowhere in her long list were terms like: not having any problems, not nasty, not a good employee, or not a trouble-maker. In describing herself, she held a very positive and uplifting view, as most of us do, and used only positive words.

So, I then said to her "If I lived my life the 'No Problem' way and were asked to describe you, I'd likely respond in a manner that would demonstrate that no negatives were part of your personality." I watched our new employee nod her head in agreement. But, because we were still talking about negative terms, I knew that we were still not on the same page. I continued "In that vane, if I lived my life the "No Problem" way, and someone asked me what I thought about you, I'd probably describe you by saying 'She's not a jerk!'. I let that one hang there. She thought for a moment, smiled and said "I got it!"

My employee and I agreed that from that moment on, she'd be diligent in changing the way she spoke. Her new objective would be to present herself in as positive a light as possible to our employees, clients, and business partners, and to ensure that those who deal with our firm would receive a positive experience, in addition to great results. She even suggested that such a change could have a positive effect on her personal life. I was thrilled!

As I walked away from our new employee's desk feeling elated about having improved my company's image and perhaps having had a positive affect on another person's life, I reminded her to complete our client's project as early as possible. She responded by saying "No Problem". As I stopped dead in my tracks, turned and looked at her, she looked back, smiled again, and said "Gotcha!