CX Storytime:

Pssst....can I offer a suggestion?

Feedback has a reputation for being awkward, uncomfortable, or even confrontational. But what if we viewed it differently? What if feedback wasn’t about calling things out but about lifting things up—helping people, businesses, and experiences improve in a way that feels constructive, not critical?

I find myself doing this all the time.

Not because I’m trying to be that person, but because I believe small suggestions, when delivered well, can lead to real improvements.

Take my recent trip to the supermarket. I noticed that the frozen meat section—those lower cabinets with sliding glass tops—had meat packages with juices leaking onto the surface. It immediately struck me how easily bacteria like E. coli or salmonella could transfer—not just to me, but to anyone touching carts, registers, or other products. Wouldn’t it be great if they had a hand sanitizing station at the end of the meat aisle?

I saw a restock employee nearby and tapped him on the shoulder to make the suggestion. His eyes lit up. He loved the idea, said he’d share it with management, and was excited to say that a customer had brought it up. Will it happen? Who knows. But it felt good to share.

And that’s the thing—feedback doesn’t have to be harsh or hurtful. It just has to be meaningful and delivered with kindness.

Another moment: On a recent flight, I watched a flight attendant bark orders at passengers struggling to fit their bags in the overhead bin. The entire interaction felt unnecessarily stressful. So, after things settled, I gently mentioned how a simple two-second pause, a smile, and a “do you mind?” before asking a passenger to adjust their bag would make all the difference. She nodded, took it in, and I could tell she saw the value in the shift.

At a restaurant, I suggested to a waiter that instead of serving ice in the drink by default, they could bring a separate cup of ice so customers could control how cold (and watered down) they wanted it. He laughed, said he’d never thought of that, and promised to mention it to management.

These moments aren’t about complaining. They’re about seeing opportunities—for improvement, for better experiences, for small adjustments that can make a big difference.

The trick? Make it feel like a collaboration, not a critique.

✔ Be thoughtful. Frame it as an opportunity, not a failure.

✔ Be specific. Explain why your suggestion adds value.

✔ Be kind. A simple shift in tone can mean the difference between resistance and action.

You don’t have to ruffle feathers to inspire change. The best feedback lands not because it’s loud, but because it’s clear, constructive, and kind.

So, the next time you see an opportunity to improve something—share it. You never know what might happen.

It’s easy to spot what’s wrong. The food that wasn’t quite right, the towels that felt a little rougher than they should, the cigarette smoke drifting from a neighboring room. These things stand out because they disrupt our experience, and human nature makes us hyper-aware of what isn’t working.

But what if we trained ourselves to notice something else?

While on vacation, I had plenty of opportunities to see what wasn’t working, but I decided to shift my focus. Instead of just picking apart what could be better, I started actively noticing what was done well.

The way the cleaning crew meticulously polished the glass doors of the apartment building.

The artistic way the head chef plated the dinner plates, turning food into art.

The crisp, white-linen perfection of a freshly made bed in our room.

And rather than just noticing, I said something.

A smile. A direct compliment. A simple “That looks amazing—your attention to detail is incredible.” And what I noticed in return? Surprise.

Each time, the person seemed momentarily caught off guard, as if compliments weren’t something they heard often. Then came the grin that stretched ear to ear, the shift in posture, the genuine moment of connection.

I wasn’t staying long in any of these places, but I started making it a point to read the names on badges, greet people warmly, and call them by name. It took nothing from me, yet somehow, it gave me more than I expected.

Because connection—real, human connection—doesn’t come from grand gestures. It comes from noticing, from acknowledging, from helping someone feel seen in their work and presence.

We’re all quick to point out what needs fixing. But imagine how different the world would feel if we also took the time to point out what’s already being done beautifully. 💛