Dr. Carolyn Lee reflects on a different cliché each week. Recently, in her blog “Stop Me If You’ve Heard This,” she writes about “same story syndrome.” . This week Carolyn explores the cliché, it goes without saying.
Learn more about Dr. Carolyn Lee on her biography page or investigate 29 more clichés in her latest book, Keep Your Eye on the Ball And Other Clichès to Live By.
It Goes Without Saying
Does it really? There are occasions, I suppose, when it goes without saying, but sometimes it needs to be said. Often it needs to be said. I had an experience this afternoon that illustrates that point. I went to my local Whataburger for lunch. The young woman behind the cash register greeted me as if I were an old friend. She took my order with a big smile on her face. When she gave me my receipt, she said I could go to the website listed on it and leave a review. If I did that, I’d get a free hamburger on my next visit. Just after I paid her, she spotted an elderly man in a wheelchair who was trying to get his Coke from the soft-drink machine. He couldn’t reach the ice dispenser. So, this girl left the register and went over there to help him. I took my seat and watched my new friend deliver meals to customers who were sitting at tables. She expressed the wish to each of them—sincere, I think—that they enjoy their meals and have a nice day.
As I polished off my Junior Whataburger, I resolved to go to that website and fill out a review. But I realized, of course, that the young woman who was doing her job as if she enjoyed it would probably never see that review, and there probably wouldn’t be a place on it for me to refer to her specifically. I realized that, if she were to know that her behavior had impressed me, I would have to tell her. By the time I had finished my meal, she had left the front counter and was working back by the drive-through window. I went to the counter and asked one of her co-workers if I could speak to her. He approached her and said, “There’s a lady out front who wants to talk to you.” She glanced in my direction, a look of apprehension on her face. When she stood in front of me, I said, “I don’t ordinarily fill out these reviews, but today I am going to because of you.” Her expression changed from apprehension to fear. “Is there an issue?” she said. “What did I do?” I told her, “You did your job with caring and kindness. You smiled. You helped that man at the soda machine. You look like you enjoy your work, that you’re having a good time.” I said, “People notice those things. I just wanted to tell you that I noticed.” The look on her face was my reward. She thanked me. We shook hands, and I left.
I am always so impressed when anybody in any line of work, anybody who provides any kind of service to the public does it right, does it with grace and a sweet spirit. I visited my income tax guy the other day. All I had to do was sign some forms provided by the woman who sat at the reception desk. She was extraordinarily pleasant. She assured me that my account was in good hands and that my tax filing would be handled in a timely manner. She invited me to call if I had any questions or if I required any further help. I never felt that she was behaving that way just because it was good business. I think she was kind and accommodating because it was the right thing to do and because she genuinely cared about clients. I know that, as tax season comes to a close, and CPAs face the pressure that comes with looming deadlines, tensions must run high. Exhaustion must be a factor. To maintain a pleasant attitude under those circumstances deserves recognition—words of praise from the recipients of that kind of service.
I’m not sure why we don’t offer words of praise more often. It really takes so little effort to thank someone for good service, to say “I notice you; I appreciate the way you do your job.” Do we think that putting things into words isn’t important? Do we believe that expressing our appreciation won’t matter to the person who has served us well? Do we tell ourselves, “It’s the thought that counts”?
I will long remember the expression on the face of that Whataburger employee. I knew immediately that what I had said was important to her. I could tell that it mattered. And the happy side-effect was that our encounter made me feel good.
When I got home, I went to www.whataburgervisit.com and answered a dozen questions about my lunchtime experience. I was offered an opportunity to mention anything special about the way I was treated, so I described my encounter with the young lady—whose name I didn’t know. She’ll probably never see what I wrote, but it doesn’t matter because I looked into her face and told her.
One thing I didn’t tell her (because I didn’t know at the time) was that I was going to go home and write a blog about my experience. Maybe I’ll take a copy of the blog and give it to her. Maybe I’ll see that astonished expression one more time. And, if I’m willing to purchase a medium order of fries and a medium soft drink, she’ll present me with my free hamburger and another receipt, asking me to review my experience. Little did I know when I stepped up to that counter this afternoon that I was on the threshold of a lifelong relationship with Whataburger!
Want to Read More?
Check out Dr. Carolyn Lee’s blogs on her website, she features a new cliché each week or you can order her new book, Keep Your Eye on the Ball And Other Clichès to Live By. Want to know more about the woman behind the words? Read more about Carolyn here. We hope you enjoyed this article learning more about the cliché, it goes without saying.
