How do you use comment cards?

Nearly 20 years ago I was waiting tables during a lunch rush at Landry’s here in Houston.

It was a very busy lunch and I remember feeling stressed, a bit overwhelmed and that things were not going as well as I hoped. I was trying to get everyone’s lunch orders to them with a smile, with drinks topped off and checks dropped and attended to with as much efficiency as possible.

If you have ever waited tables during a business lunch rush, you know just what I mean: There is only about a two-hour window to turn as many tables as possible, in a cheerful, kind, efficient way. You have to be there when your customers need you, anticipating their needs as best as possible so they can get in, get fed and get back to work.

One particular day stands out to me because of the way a customer at my table chose to use a comment card.

I cannot remember much about the circumstances surrounding the comment card. I do remember that what I thought was likely a mom and her older son were at my table and so many things didn’t seem to be going right that day.  At the end of the shift when I was told a I had a comment card, my heart sank.

“Oh no,” I thought. “What did I do? Can’t people just be nice when things are hectic and understand that?”

I walked over to see what was said about me.

And you know what? I learned that people can be nice when things are hectic and understand. It was a glowing report! I don’t remember what the card said, but I remember that it was the blast of sunshine I needed to get me through the rest of the day after a particularly trying lunch rush.

The actions by the people at my table made a huge difference that I still remember nearly 20 years later. They showed me the positive. They could see that through all of my hustling and bustling I must have been doing my best. Their note in some way acknowledged that. And I have never forgotten it.

The next time you’re offered a comment card to fill out, think about the power of your words. What really needs to be shared? You’ve got a lot of power with that pen. What will you do with it?