Simple Gestures (#256)

Last year, when our team got together for our annual all company event, I ended our opening session by showing a video about a simple coffee purchase a business traveler, Ryan Estis, made in the Minneapolis airport on Christmas Eve.

As he made his way through the terminal before his flight, Estis stopped for coffee. Rather than receiving a terse greeting from someone understandably disappointed to be working on Christmas Eve, Estis was met with a warm hello.

“Hi, my name’s Lily. What’s your name?” the barista, Lily Olsen, asked.

Olsen immediately established a kind, gregarious rapport with Estis. She asked him where he was going, if he was spending the holidays with his family and what holiday traditions his family followed each year.

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