Monday, September 22, 2008


I stopped by the Waffle House down near Fayetteville Road and NC 54 on Sunday. I was in that area on an errand. I sat at the counter.

It is a joy to watch a team committed to customer service. Every person working that morning shift was energized, welcoming, engaging and spirited.

They were talking politely to one another as they called orders. Pouring coffee for people who were waiting for a table, joking and laughing and enjoying their work without skipping a beat. Everyone there at one time or another made eye contact and without being intrusive, radiated a joy for people and their work.

Food was good too. You can build big buildings, grand plazas and cathedrals but in the end impressions created by bricks and mortar don’t last. Genuine customer service does.

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