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Silent Messages

Coffee_frownie_face_1 At first, I thought she was just being fussy. Next, I began to rationalize the behavior of the server behind the counter…He probably didn’t mean it that way-maybe he's having a bad day…. Then it occurred to me – I’ve been that server behind the counter, and as a matter of fact, I did mean it that way.

     Here's how it happened: He knew he messed up the customer's coffee drink order, but he resented her for calling him on it, so he began making excuses for himself, internally – things he could never say aloud, like, well, if you’d spoken more clearly, or if your order wasn’t so particular, and on and on. Then, because he was upset and knew his company had strict directives on what to say and what NOT to say to a customer, he did the only thing he could think of to express his feelings – he delivered a silent message – with great flair and deliberation, he poured out the coffee in the sink in front of her. Though he spoke not a word, the server loudly announced, See what you made me do. You made me waste that perfectly good beverage. She got the point. That's when she became upset. I guess he showed her, huh.

  By the way, the company has strong directives about the server's actions, as well. Something like this: “Set the beverage on the back of the counter, wait until the store is empty of customers and THEN pour it out.” Why so specific? Because this company knows the power of silent messages.

    Customers receive silent messages when we ignore them, answer our cell phones, make faces of irritation, and on and on. Whether or not it is our intention to send the message is beside the point. If the customer perceives it a certain way, then in the heart of the customer, it is that way. And every word we use to express how much we value their business is quickly erased when our silent messages say otherwise.

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