Make Sure They Remember You!

Good morning, and happy Friday! I hope your day is off to a great start!

A few days ago, I called my insurance company to find out why they didn’t reimburse any of the money I paid for my hearing aids. I decided to save myself and the insurance a little and went to a big-box retailer instead. My benefit pays 80% after deductible, and my deductible was met in January, so I felt good about the purchase. That should have been my first sign.

As it turns out, this retailer isn’t in my network. None are. And apparently my deductible for out-of-network providers is five times higher than my in-network deductible. Long story short (too late), the hearing aids cost less than the deductible. I wasn’t happy. I made sure she knew I wasn’t happy. It didn’t make me happy, but dammit, everybody knew! Including my wife.

A day later I was in the pharmacy to change my insurance info and pick up a prescription. I was treated with the same warm service I’ve come to expect from that store, and at the end the pharmacist asked if he could do anything else for me, and I said, “Yes – have yourself an awesome day!” He was speechless. I bet his wife would love to know that trick.

I love ending transactions with people that way, whether it’s in-person or on the phone. People don’t expect it. They expect the same mechanical response they always get, as the encounter trails off to nothing and they’re left waiting for the next customer who may or may not be in a good mood. And let’s face it – in customer service, the odds are not in your favor.

When the conversation isn’t going as I’d hoped, I try to re-state my position, in case I missed an important point the first time. Then I remind myself this person doesn’t make the rules. I’ll tell them I’m not upset with them personally. That’s as much for me as for them. But once I say that, the ball is in their court. We can play nicely, or we can throw jabs.

Thankfully, most interactions lately have been pleasant, even enjoyable. I think a lot of that is my expectation going in – if I expect conflict, it usually doesn’t take long to find it. But when I go in expecting a reasonable conversation and at least an attitude of concern on their part, things seem to go much smoother. And some have even bent the rules in my favor.

But at the very end, when the encounter is over and I have one last chance to end it on a positive note, I take that opportunity. “Have a nice day” is kind and peaceful and warm. It’s also the most automated thing you can say, like two dudes nodding in passing and saying, “Whassup?” Trust me, you may not want to know. Let them keep their secrets to themselves.

And we all know “can I do anything else for you” comes straight out of the training manual. It’s an automated way of asking you to leave. “We’re done now – bye!” And they expect an automated reply. But when you hit them with something they didn’t expect, they not only hear it, they dwell on it for a second. In that brief moment, you’ve made their day … and yours.

Because you can’t make somebody else smile without smiling yourself. It may be inside, where nobody can see it and accuse you of being happy. But it’s there, nevertheless. It makes you feel good and you probably remember it long after they’ve forgotten. I do. Maybe that’s a subtle sign I should be doing it more.

You’ll undoubtedly have several encounters with live human beings this weekend. Some will be nicer than others, but they all have one thing in common – they had a day before you showed up, and it may have been a really bad one. I’ve seen near-rage smoothed over with a gentle word. But it has to be genuine. A heartfelt kindness or compliment can change everything.

Give it a try. Make it an intentional part of your interactions. Find something nice to say about them personally (“You have amazing expertise in your company’s rules!”) and leave them with a smile before you walk away. Don’t just wish them a nice day. Ask them to please enjoy the rest of their day as if it’s a personal favor to you. Try it one time and then tell me how it felt.

That’s all for now. Spread some cheer this weekend and if you like what you see, keep doing it! Kindness is contagious. So is malice. We decide which one we choose to extend. We all know how negativity feels. Let’s try on the other shoe for a change! And please, have yourself an awesome day!

© 2026 Dave Glardon – All rights reserved