“For every action (word, gesture, attitude, look, demeanour) there is a choice to respond in an equal or opposite manner.”

Have you ever stopped at a traffic light and noticed a toddler in the car next to you gazing back at you? Have you ever been tempted to stick your tongue out at this picture of innocence? I suggest you recapture some of your youthful zest for life and give it a try. Nothing quite like this to bring laughter to a drab trip home after a tough day at the office.

But what’s the kid’s response likely to be? I mostly get (when I'm brave or abandoned enough to try it) a like response. This is the nature of people.

The actor Bruce Marciano said once (at a breakfast in Rustenburg in 2004) that “the world is full of broken people cutting each other on jagged pieces of their broken selves”. This is not necessary!

Paul's first letter to the church in Thessalonica, the fifth chapter and fifteenth verse, as well as Peter’s first letter, the third chapter and twelfth verse, both tell us clearly not to repay, or respond to evil with evil. It becomes clear as one gets wiser with age, that as we respond with love to whatever is evil, this evil is destroyed.

On the service front, or at work in any place, we are bound to be faced at some time with someone who is having a really bad day. As this person dumps on you the trashy residue of their forgetful day, think on this: you now have a choice, two roads opening up before you.

You can either stick your tongue out right back at them, or smile and wave.

This is not “warm fuzzy feeling” stuff. This is a real challenge. It takes guts and determination and plenty of practice. Being a Stellar Service Professional (SSP) is not for the feint-hearted. But take charge of yourself – you can do it. Well, I believe if I can, so can you. I’ve come a long way from being impatient, abrasive, curt, I guess rude on many occasions. So can you! Make the choice. Today.

14 April 2008