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TRAINING

I’m at the airport, standing in line, waiting for my morning?!” Point taken, but if you’re one of
turn to order a much-needed cup of coffee at 6:10 those people who doesn’t want to be cheery and

a.m. I make my way to the counter and greet the greet people in the morning, then this is not the
cashier with a cheery, “Good morning!” position for you.

Nothing. The point is that a simple word or two would have
created INSTANT MAGIC for everyone she dealt
Thinking she simply didn’t hear me, I repeated, with. A greeting of “Good morning” or “How may
“Good morning.” I help you?” (in fact, almost any words) would
have eliminated the impression of rudeness and
A glare from her is my return greeting, while an uncaring attitude that puts off customers and

she actually clamps her lips together to show co-workers alike.
me she is not going to utter one word. Okay, so
she obviously heard me; she just doesn’t want to It’s not just “everyone else” who must follow this
speak to me. practice. We must do it ourselves in our everyday
lives, as well. For example, I was recently standing
After completing my purchase, I can’t help myself in front of the self-service counter and drink
and comment, “You know, it’s pretty disrespectful machines (again at the airport) when I spilled

to intentionally refuse to speak to someone when coffee on my coat. While I fumbled with bags,
they speak to you.” food, and wet napkins, trying to remove the
coffee before the stains set, I could feel my fellow
The manager overhears my comment, asks what travelers getting a little impatient with me for
the problem is and apologizes for the cashier blocking up the area.
once I explain what happened. (Flash forward
one week: the same cashier is there, behaving the I turned and said, “I’m sorry, I just spilled coffee on
same way to every customer in line, so I buy my my coat.” INSTANT MAGIC! My fellow travelers
morning coffee from a different vendor that day, went from slightly annoyed (and getting more so

even though I like the first vendor’s coffee better. as my silence went on) to instantly understanding
However, on my third visit, I notice that she is no and extremely helpful! One offered a WetNap
longer there... big sigh of relief... and I return to my she had in her bag, while another offered me her
favorite coffee vendor.) cup of water, saying it would be more convenient
for me to use that (and she was willing to
I know, some of you are rolling your eyes and inconvenience herself to go back to the counter
saying, “How can you be that cheery in the and request a new cup).

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