The other week, I had an early morning doctor’s appointment. Without getting into the details, my interaction at check-in and check-out was uneven at best. One person was fine. Another was clearly not.

It left me thinking – she’s in her 20s. Does her employer know she’s showing up like this? Would her mom recognize this version of her? How is she holding a front desk role where the entire job is human interaction?

As a mother, a business owner, and just an adult moving through the world, my instinct wasn’t to get her in trouble. I don’t want people fired. I want people coached. Trained. Held to a standard. And if that’s already been done, and the effort still isn’t there, then maybe it’s not the right fit. But otherwise, help her be better. Because there are people who would step into that role tomorrow and do it well.

This isn’t isolated. I keep noticing it in different places, which makes me wonder what’s actually going on. It feels like some businesses are just trying to keep positions filled, not necessarily focused on building strong teams. Maybe training isn’t as consistent as it should be. Maybe expectations aren’t clearly set – or reinforced. And when people move in and out of roles so quickly, I imagine it’s hard for managers to push too hard or correct behavior without worrying someone might just walk.

Whatever the reason, the end result feels the same – service that lacks intention.

After my appointment, I stopped at Chick-fil-A.

Completely different experience.

Same concept – brief human interactions – but handled with care. Eye contact. Tone. Efficiency. Kindness. Nothing over the top. Just intentional. And somehow, in under two minutes, they made me feel better than the people in a medical office had.

That contrast stuck with me.

Good service isn’t about complexity. It’s about awareness. It’s about understanding that every interaction leaves a mark – positive or negative. And most of the time, it’s not the task people remember. It’s how they felt.

So here’s my request:

In your job, in your life – pay attention to how you show up in small moments.

With coworkers. Teammates. Family. Strangers.

Leave people better than you found them.

Because you might be the one interaction that shifts someone’s entire day – and the version of you they carry with them afterward.

– Mom