“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.

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!


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