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I’m days away from a hysterectomy, and the only way I know to walk into a big moment like that is with equal parts honesty and humor. So we start there, with nerves, support, and the weird little jokes that make hard things feel lighter. Then we pivot into something that shows up everywhere, from marriage to entrepreneurship to the service industry: the art of connecting with strangers.

A 16 or 17-year-old dishwasher gave us the best customer service lesson we’ve heard in a long time. He walked up while we were out playing for the Pink Heels Mother’s Day walk and invited us into his restaurant like it was his own. His secret was not a sales pitch, it was attitude and warmth: “I get to wash dishes today.” That single line sparked a bigger conversation about hospitality, relationship building, and why people come back when you make them feel seen.

We also share a dinner that went sideways fast, complete with an unexpected commercial shoot at the table behind us and a bite of food that was literally frozen. From there, we get practical: eye contact, a real smile, tone, remembering names, and using your expertise to upgrade someone’s experience. We even touch on what to do with difficult customers, including the “gray rock” idea of staying calm and refusing to take the bait.

If you care about customer service, small business growth, or simply being better with people, hit play, then subscribe, share this with a friend, and leave a review. What’s the best or worst customer service moment you’ve had lately?

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