Smile & Move™

Whose time is the most valuable time on the planet?

Everyone's.

We all have to be somewhere, doing something, meeting people, starting this, finishing that.

Every moment counts when we're waiting. The same is true when we're serving.

When we're in a service-mode, to move (in the Smile & Move sense of the word) is to minimize others' waiting time. It's to predict and pre-sweat the details for those we serve… every time.

Make every moment... count.

Yvon Chouinard (1939 - )
Founder of Patagonia Inc.

Researchers found that customers who perceived their bank teller as too busy to express emotion—to smile—rated the quality of service very negatively.

—"Service with a Smile: Emotional Contagion in the Service Encounter," by S.D. Pugh (2001).

Be careful to avoid confusing a sense of urgency with trying to get something off your plate or someone out the door.

Care for someone's time can go beyond just the short-term clock.

Consider instead keeping the concerns of those you serve on your plate with deeper care and follow-through until you're confident they're pleased.