Wednesday, August 11, 2010

Simple Words can do Powerful Things!

Today I did something that changed the mood and behavior of a few people. It didn't cost me a thing. I didn't need special training...heck, I didn't even break a sweat doing it!

Today I smiled at a lady and said "Thank you! You're good at your job...have a great day!"

Not just "Thanks" or "Have a great day".  Those sentiments get lost in the mundane, lifeless conversations we have with strangers every day. No, I actually looked her in the eyes and genuinely complimented her. And the smile she gave me brightened the overcast, threatening sky above.

This exchange took place at a fast food drive thru window. Prior to our exchange, she had mumbled her script through the speakers. I could barely understand her. Many could've passed the mumbling off as someone who hated her job and had no respect for the customer to whom she was speaking. But as I approached the window, I saw her frantically reaching for a cup for someone's order while punching on the keypad and taking the current customer's order. Then she rapidly rattled off my total to me while sticking out her hand and casting me a steely look. Now if I had been in a gloomy mood, I could have translated that look as a look of disgust. But because I was in a cheery mood, I decided to define the look as a determined look. The orders and totals were swirling in her mind as she skillfully and dutifully performed her job with perfection. That is when the words flew out of my mouth: " Thank you! You're good at your job...have a great day!".

Her reaction was immediate. Her left hand flew over her heart. Her eyebrows raised. And...yep...that radiant smile emerged. She immediately snapped back to her script as the next customer approached the order kiosk outside. But this time her voice was much cheerier. She was still smiling. And each word was crystal clear. In turn, that particular customer had a very pleasant experience.

This is all that needed to happen on the Jet Blue airliner a couple of days ago with Steve Slater. He was doing his job. And a lady was rude to him. He was injured by her neglect. And he snapped.  Now I won't jump on the bandwagon and call him a hero. And I certainly realize that there were a number of ways he could have better dealt with the situation.

But in an age where we read of disgruntled workers shooting everyone in their path because they "can't take it anymore", it is extremely refreshing to see a man use only words, not violence, to exclaim his frustration...then grab two beers and slide away.

Now I have no idea what led to the disgruntled passenger's actions. Was she visiting a loved one in the hospital and was anxious to grab her bag and go? Was she feeling sick and just wanted to get out of there? Had her life been threatened by the passenger beside her? Who knows.

What I do know is this: no one on that plane woke up that morning planning to ruin her day. She overreacted by insulting a worker performing his job, and, as a result, she injured him.

After all of that, he only asked for an apology. That in itself is a testament to her personality that he even had to ask.

She could've made many different choices. But her interpretation of his Jet Blue trained instructions affected her selfish ego. And that has affected millions of people across the country and may very well send a man to jail.

11 words brightened a fast food clerk's day today. Two words could have prevented this national story.

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