Words Matter More Than You Think

This won’t be a long one, I know how busy you’ll be.

As Christmas approaches, I want to leave you with a simple reminder rather than a task.

The words used behind your counter matter.

Not in a scripted, salesy way - but in the everyday tone your team uses when things are busy, pressure is high, and energy is stretched.

Phrases like:

“Sorry about the wait”

“That’s all we’ve got left”

“It’s been manic today”

They’re understandable.

But they also quietly shape how customers experience your shop.

Often, it’s not what we say, it’s how we say it.

Don’t try to fix it today.

Just notice it.

Because awareness is always the first step to improvement.

And as the year comes to a close, remember this too:

How your team speaks to customers is often a reflection of how supported they feel themselves.

So, if nothing else, thank them.

They’ve earned it.

Have a brilliant Christmas,

Mark