Jennifer, the server, walked toward the couple in the restaurant.  The customers had been seated for a minute or two, and they noticed the server was walking briskly toward their table.  Jennifer recognized the couple she was about to serve, because they had been in the previous week.

Since the restaurant was full and they were down a server, Jennifer had a lot going on.  She was walking quickly table-to-table to make sure she was staying on top of things.

But when she arrived at the table, she paused.  She did a lot of smiling.  She mentioned to the customers that they looked familiar and wondered if she had served them recently.  She never reached for her pad and her pen to take the order.  She just chit-chatted for a minute or so.

It was obvious to the customers that the restaurant was hopping!  So, they made note of it, and Jennifer did mention that, yes, it was quite a busy night!

Jennifer was pleasant, patient, and was making sure the customers were ready to order before she formally started that process going.  And the customers reciprocated Jennifer’s patience with their own patience, with a little bit of empathy, and in providing as pleasant an experience engaging the server as the server provided to the customers.

Not every customer is this patient and understanding with a busy employee.  But not every busy employee can move quickly between tasks, and yet make the customer seem like they are the center of the universe during the conversation.  Not every employee can perform a task quickly, yet put on the brakes and then show the utmost patience with the customer.

When we’re going 100 miles an hour on our tasks, it’s still possible to be patient and pleasant with other people.  And sometimes when we convey that positive approach, the customers will reciprocate with patience of their own.

Be patient to engender patience in others.

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