Sunday, March 9, 2014

Your Words Matter

Earlier this week, I stopped at a deli for lunch and the clerk behind the counter asked "Do you need a bag for that?"  I hesitated... then replied, "sure, I'll take a bag."

Although this might seem like a harmless overture, they way it came out, I felt slightly uncomfortable replying yes. Of course I didn't actually need one. 

But in this situation, a small gesture that would make a world of difference would be, "let me get you a bag for this?"  The customer can refuse the offer but won't feel like its a burden to accept it. 

Such subtly might sound nitpicky; but it's also the difference between hospitality as opposed to customer service. 

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