The 5 second attitude

It was 7:45 on a Friday evening, and I found myself walking by my favorite coffee shop (coffee at 8:00 is another story). This particular shop is a meaningful spot for me, as I drop in a couple of times a month to hide for deep work. I made it just in time, 15 minutes before they closed. As I walked in, the workers were cleaning, chairs on the table, mopping started. My first step in the door and the eyes started rolling, I could hear the deep sighs. I asked for a latte, and they had just cleaned the steamer.

After this initial exchange, the person behind the counter politely smiled and said, “Did have you had a good day?” We had a great discussion, but, I can’t remember what was said. This happened months ago, and all I remember is the first 5 seconds of the exchange.

I don’t point fingers, as I fail daily. We all fail in the first 5 seconds.

Ever walked up to a person and said, “can I grab a few minutes?” They hurriedly look up from their computer and say, “yep, but make it quick. I have a meeting in 3 minutes.” Everything that is said in the conversation that follows feels diminished.

You’ve had a busy day, it is late, and the teammate or client needs help. We greet them with a smile, but the internal deep sigh shines through. The servant attitude was over before it got started.

My son walks in to talk about something on his mind, but I say, “let me get through with this project.” When I circle back, he comments “I am good.” My spouse calls in the middle of a busy day and I answer the phone with a “gotta make this quick.”

Every exchange, every conversation, every meeting is an opportunity to set the tone in the first 5 seconds. It is why Mr. Sam had the 10 foot rule at Walmart and why great businesses like Chick-fil-A focus on the initial exchange, “greet with a smile.”

Welcome the opportunity to serve another.

The initial look and words of any person serving another sets the tone for the engagement, the relationship.

Contrast the above scenarios with a situation where the initial exchange is off the charts positive.

My wife and I went to dinner a few months ago at a new restaurant. The place was dead, no bustling tables, and we entered sheepishly. Bad choice, until the server showed up. Out of the gate, she oozed positivity, making a quick connection with my wife. That initial exchange set the tone for the rest of dinner. By the end of the night, we were laughing together, telling stories, we had a new friend, and we will be back.

The first 5 seconds makes a difference.

We are all in the people service business. At work, at home, with friends, and just doing life in general.

The service business is really just doing the small things great.

And, a small one is having an initial, eager to serve, attitude.

Scripture 1 Peter 5:1-4