“I am sure we can do that. We are here to help.”

“Let me look into that. Our only goal is to serve you.”

Can you give me 5 more variations on that theme?

I can, because I heard them all today. The young man was totally helpful.

But he never looked me in the eye, nor smiled. Not once!

Since he was so helpful, I can’t really complain. However, imagine how much more enjoyable my experience would have been if his face had been in synch with his message! I am not suggesting he laugh at my jokes. I would never blame anyone for letting those go! And he needn’t feel obligated to engage in conversation, even though my efforts to do so were meant to do nothing more than express my appreciation for his above-the-call-of-duty service. But a little smile? Is that too much to ask?

And actually, now that I think about it, a simple smile or two would have accomplished far more than all his statements about how dedicated he was to serving me well!

Smile when you talk to customers! Even when you are on the phone. I absolutely guarantee it will help both of you!

Now check out your employees. Are they smiling?