I’ve just been to lunch in a small independent cafe, I try wherever I can to use small businesses for obvious reasons! What a pity, I don’t think I’ve had such a stressful experience getting served in such a long time.

Putting that to one side and whilst I waited an age for my elusive cappuccino, I noticed something interesting. Every time a waiter (there were several) interacted with a customer, their first word was sorry…..sorry to keep you waiting, sorry you haven’t been served yet, sorry your order is taking a while!

What a way to start a relationship with a customer and a new one in my case. Even if things are not right, and don’t get me wrong the ’sorry’ bit is a direct result of something going terribly wrong way up the customer process chain, try and think of starting the opening sentence with something a little more positive.

It’s an interesting thought that this cafes most used word was sorry, made me think what mine was and perhaps it might make you think of what your most used word is with customers. Whatever it is make sure its a positive, dynamic one!

The cafe in question, I give it 8 months!!!!