The Tale of Two Encounters

Words are powerful. Words can build up, tear down, create impact, and cause destruction. Whoever championed the "sticks and stones" jingle must not have experienced the wrath of words. Every day, when we go about our business, we wield a weapon. We have a choice: Use it for good or for harm. 

Businesses, and those who represent them, have the same choice to make. It's amazing how many business owners don't fully appreciate the power of words. It seeps through their behaviors, their team, and their culture. I watch business after business flop in the simplest ways. 

I recently had two separate encounters that highlighted this concept. 

The first was at a local restaurant. As my friends and I took turns ordering our entrees, two guys slightly mispronounced the name of their desired order. Both times, the server quickly corrected them. It wasn't a big deal, but again, words have power. They felt slightly embarrassed, and a little ticked that the server felt the need to correct when she knew exactly what they were asking for. 

The second encounter was also at a local restaurant. This time, I was flying solo. After receiving my meal, I noticed I was missing an item. I walked up to the counter, informed them of the error, and respectfully asked if they could provide it to me. Just then, however, I realized I was the one who made the error. The specific combo I selected did not include said item. After catching my mistake, I apologized (being slightly embarrassed) and thanked them. The woman, however, immediately replied l, "No apology needed. That's quite ok. Let me get you one anyway," and then handed me the item I didn't deserve in the first place. It wasn't a big deal, but again, words have power. 

Guess which restaurant I'll be going back to. All because of a few simple yet powerful words. Culture, as demonstrated by these interactions, is a powerful thing. It can make or break a business. 

I was recently hanging out at our coffee shop, Northern Vessel. After ordering my drink, I waited off to the side, chatting with a few other customers. When the customer in front of me received her drink, she told the barista that it was the wrong drink. "This is an x…..I ordered a y." They actually received exactly what they ordered. I heard the order and saw what they received. It was dead on. I knew it, and the barista knew it. But the barista quickly responded without hesitation, "I'm so sorry; I'll get you a new one right away." So perfect! We wasted a drink, but so what? That was the cost of giving the customer a positive experience and using words for good. 

I smiled on the inside, but I probably smiled on the outside as well. I love our team and the way they serve people with hospitality and dignity. It's a beautiful sight.

Sticks and stones can hurt, but words can destroy. Let's be better. Let's demand better. Let's reward better.