Smile and Let Smile

Have you ever noticed how much a glance can say? Our eyes are powerful storytellers, often revealing truths our words might try to hide.

As someone who cherishes genuine connections, I recently had an experience that reminded me just how much our eyes impact others, especially in the service industry, where every interaction shapes someone’s day.

I was at a service touchpoint, greeted by a professional who spoke with kindness and warmth. Her words were perfect, her tone inviting. But her eyes?

They told a different story. They carried a flicker of upset, a subtle tension that didn’t match her smile. It wasn’t overt, but it was enough to shift the entire experience. What could have been a delightful moment felt tinged with unease, all because of that unspoken message in her gaze.

I chose to let it pass, but the moment stuck with me. It made me reflect on how much our eyes communicate, especially in roles where you’re the face of a business – whether you’re a barista, a cashier, a receptionist, or a customer support rep. Your eyes can amplify a warm welcome or, unintentionally, cast a shadow over it.

So, to all the incredible folks in the service industry, here’s a gentle reminder: your eyes are speaking, even when you don’t realize it. Here are a few thoughts on how to ensure they’re saying what you want them to:

Pause and Check In With Yourself:

Before stepping into your role, take a moment to breathe. Are you carrying stress, frustration, or exhaustion? It’s okay to feel these things – we’re all human. But those emotions can slip into your gaze. A quick mindfulness check (even 30 seconds of deep breathing) can help you reset and approach customers with a clearer, calmer presence.

Let Your Eyes Smile Too:

A genuine smile isn’t just about your mouth – it’s in your eyes. Think about something that brings you joy, even for a second, to spark that warmth. When your eyes light up, it’s contagious. Customers feel seen and valued, and that’s what turns a routine interaction into a memorable one.

Be Aware of the Disconnect:

Sometimes, life’s pressures sneak into our work. If you’re upset or distracted, your words might say “I’m here for you,” but your eyes could whisper “I’m struggling.” If you catch this happening, try a small adjustment – soften your gaze, make gentle eye contact, or focus on the person in front of you. It can make a world of difference.

Practice Self-Compassion:

None of us are perfect. There will be days when your eyes betray your stress, and that’s okay. What matters is recognizing it and growing. Be kind to yourself, and use these moments as opportunities to refine how you connect with others.

As service professionals, we have the power to brighten someone’s day with a single interaction. Your eyes are a gift – a way to convey warmth, empathy, and authenticity without saying a word. When they align with our words and actions, we create moments that linger for all the right reasons.

So, the next time you greet a customer, remember: your eyes are speaking. Make sure they’re saying, “I’m glad you’re here.” Because when you smile with your eyes, you let others smile too.