Positive Initiative: Small Talk, Big Difference

In the age of emails and online chat Mrs. Ramirez still goes to the same post office in her town to get stamps and send her mail. One time while waiting in line she was approached by the Post Office Manager. The manager who happens to be new wants to show off the new stamp machine that makes getting stamps faster. She pointed out to Mrs. Ramirez that there was no need to wait in line because there was a stamp machine in the lobby. Mrs. Ramirez faced the new manager and tells her, “I know, but the machine won’t ask me about my flowers.”

Never underestimate the power of engagement. That "small talk" that you were trained to do can make a big difference to customers you do it with. So the next time you say "Good Morning" or you ask "How are you?", say what you mean and mean what you say. You may have a Mrs. Ramirez on your queue who is waiting for you to ask about her flowers.