“What’s been a highlight of your day?”

This is my stock question with customers.  Not “the” highlight of your day.  When people repeat my question back as “the highlight of my day”, I routinely re-route them: “No, not the highlight – that raises the bar too high.  Just any little thing that made you smile.”

This routine has several benefits:

  • It sidesteps the usual “How are you”s, which tend to yield nothing of value – and can be a set-up for insincerity, or bullshit.  When someone initiates before me with “How are you?”, I will say “Fine” – but mostly just to blow past that question and move on to my highlight question.  This question more encourages something genuine.
  • It gets me focusing outsides of myself and on them.  This is especially helpful when I’m depressed.
  • It takes us to a positive place.
  • It encourages – in me and in them – the habit of noticing little highlights to which we might otherwise pay no attention.

    One of my highlights at work is the amazing children I get to see.

    One of my highlights at work is the amazing children I get to see.

It doesn’t always work.  Sometimes they just can’t generate an answer – to this question or to my follow-up: “What are you looking forward to today?” (More on this later.)  S0metimes I can’t tell if they are ignoring me or just haven’t heard – this feels pretty awkward.  Sometimes they give answers that are hard for me to hear – like if they are the 30th person to say what a beautiful day it is outside.

Often they will ask me back.  This can lead to a good exchange.  Sometimes I use it as a chance to promote the blog – and I like my customers knowing about it and reading it.  Sometimes, when I’m depressed, I may have a hard time coming up with an answer.  I’ll write on this in another post.

I don’t ask the question all the time.  I will skip it if the person has a really small order (2-3 items), if they seem to be in a big hurry, if I have gone on automatic or am just too depressed to get there.  But overall things seem to go better if I am asking it – and blessing people’s replies, being happy for them that they are having these happy things in their lives, cheerleading for them for saying their good things out loud.

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One thought on ““What’s been a highlight of your day?”

  1. Too bad you don’t have a “like” button; sometimes, like today, I really like what you are sharing but don’t have anything wise or useful to say. So just know that I ALWAYS like your posts!

    Like

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