Patience, Pressure, and the Power of a Kind Word

Have you ever felt that simmering impatience when things aren’t moving as fast as you’d like? Yeah—me too.

But here’s a little story that shifted my perspective, and maybe it’ll shift yours too.

I was grabbing lunch at a local sandwich shop during the midday rush. You know the scene—line out the door, people tapping their feet, checking their watches, wanting a little bit of time for “a break”. There was one cashier working—an older man, probably in his late 60s—who was juggling everything: ringing up orders, making sandwiches, handling last-minute add-ons. All of it. Alone.

And even with all that going on, he greeted every person with warmth. He moved quickly, but with care. You could tell he felt the pressure, but he wasn’t letting it spill onto anyone else.

When it was my turn, he recognized me as a regular, smiled, and went to grab more fresh bread to make my sandwich. That’s when I heard a young guy behind me mutter to his friend, “Why did they hire a grandpa to cover the lunch shift? Don’t they know people just want to get in and out?”

That one stung.

It wasn’t just rude—it was ageist, dismissive, and completely missed the point. This man was holding the line—literally and figuratively—doing a job that really should’ve had two or three people covering it. And yet somehow, he was the one getting blamed.

I didn’t turn around and snap back. But I did speak up, clearly enough for him to hear:
“Thank you for always being so friendly. You’re one of the best parts about coming in here. No matter how busy it is, you take care of us with a smile.  Have a great day.” And dropped a little extra in the tip jar on the counter.

And just like that, his shoulders dropped. His eyes softened. He exhaled.  Sometimes people just need to hear that they’re seen.

Here’s the truth: impatience often leads to misplaced frustration.
We get stressed, and instead of looking at the real issue—like poor staffing or unrealistic expectations—we lash out at the person in front of us. The one just doing their best.

That man wasn’t the problem. The system failing to support him was.

This moment reminded me how easy it is to fall into judgment. How fast we are to blame the visible person, rather than the invisible cause. And how a single kind word can cut through tension and restore a little dignity to someone’s day.

So, next time you feel your patience wearing thin, I invite you to pause.
Ask yourself:

Is this about the person in front of me… or the situation I’m in?

More often than not, it’s the latter.

Let’s practice catching ourselves. Let’s choose empathy over assumption, acknowledgment over frustration. Because at the end of the day, lifting someone up—even briefly—can change everything.

And that, I’d argue, is a kind of leadership we all need more of.

Wishing you the best as you take your next steps toward having a Professional Edge.