If the first step in selling is stopping the eye, the first step in service is meeting it.
When I walk up to the counter to put in my order, you don’t have to read my mind. You don’t have to perform a miracle. I just need you to care.
Instead of being completely preoccupied with yourself, stop using your phone, stop surfing the web, stop talking to your coworkers, stop reading the paper, stop eating lunch and stop doing whatever else you’re doing for three seconds to extend me the common courtesy of a simple glance.
Caring is not about eye contact. It’s not about nonverbal indicators of interest. And it’s not about another a tired technique that creates the illusion of hospitality.
It’s about bother to acknowledge my presence as a human being.
I know it’s not part of the handbook, but it is part of your heart.