Sometimes the smallest gestures create the strongest memories.
A kind word.
A thoughtful action.
A simple moment where someone feels valued.
These moments often cost very little, but their impact can last much longer than we expect.
I was reminded of this during a simple visit to a shoe store with my wife in Gothenburg, Sweden.
A Missed Opportunity for a Great Customer Experience
My wife and I were walking down the Avenue on a sunny day when we decided to visit a shoe store. She wanted to buy a pair of white sneakers and soon found a pair she liked.
After deciding to purchase them, we went to the checkout.
My wife asked the cashier:
“Do these shoes need to be impregnated?”
The cashier replied:
“Yes, I would recommend it. Do so before using them for the first time.”
I then asked:
“Do you have any spray?”
The cashier answered:
“Only for sale!”
Her tone was not exactly welcoming.
We already had several bottles of shoe spray at home, so we decided not to buy another one.
We left the store and continued our walk in the sunshine.
Then I said something to my wife:
“Imagine if they could open a bottle and offer a small spray to protect every customer’s new shoes.”
She immediately understood the idea.
“What a great experience that would be,” she said.
And that made me think:
Why don’t more businesses create these small moments?
The Power of Small Positive Experiences
Think about what could have happened.
The cashier could have smiled, taken the shoes, and said:
“Let me give them a quick protection spray before you start using them.”
A simple action.
A few seconds.
Almost no cost.
But the customer would have walked away with a completely different feeling.
Maybe we would have told friends:
“You won’t believe what happened at that shoe store. They actually helped us prepare the shoes before we left.”
That is how memorable experiences are created.
Not always through expensive campaigns or complicated strategies.
Often through small acts of care.
The Hidden Value of Positive Feelings
Positive experiences create emotional connections.
And emotional connections influence:
- Customer loyalty
- Word-of-mouth recommendations
- Employee engagement
- Trust in a brand
People remember how you make them feel.
A customer may forget the exact price of a product, but they will remember feeling appreciated.
This applies not only to customer service but also to leadership and workplace culture.
What Is Your Workplace “Spray Bottle”?
Now, let’s move beyond the shoe store.
Imagine your workplace.
How can you create more positive energy among colleagues?
How can you make your customers feel even more valued?
What small action could create a moment of surprise?
Your “spray bottle” could be:
- A genuine thank you to a colleague
- Recognizing someone’s effort during a meeting
- Checking in with a team member who seems stressed
- Sending a thoughtful message to a customer
- Celebrating small wins
These actions may seem simple, but they create connection.
Leaders Create the Emotional Climate
Every leader influences the atmosphere around them.
A leader who brings frustration, negativity, and stress into every conversation affects the entire team.
A leader who brings energy, appreciation, and encouragement creates a different environment.
This does not mean ignoring problems or pretending everything is perfect.
It means understanding that every interaction leaves an impression.
The question is:
“What feeling am I leaving behind after this conversation?”
Positive Communication Creates Engagement
Engagement does not only come from salaries, benefits, or company policies.
People become engaged when they feel:
- Seen
- Respected
- Appreciated
- Connected
Positive communication is one of the easiest ways to strengthen relationships.
And the best part?
It does not require a big budget.
It requires awareness.
Creating More Moments That Matter
The shoe store had an opportunity to create a memorable customer experience.
Every organization has similar opportunities every day.
The question is whether we notice them.
What small action can you take today that makes someone’s experience better?
What positive feeling can you “spray” into the world?
I believe that with simple actions and thoughtful communication, we can create more positive surprises, stronger relationships, and better experiences.
Thank you for reading my thoughts.
