In March of 2014, I went and found the contact information for the Hospitality Manager at Minneapolis-St. Paul airport and sent him the note (shown below) after an experience I had with a late night sandwich maker. Her nametag just said “Nigisti”.
Mr. Butch Howard, HMSHost Sr. Director of Operations, Greater Minneapolis-St. Paul Area
I have traveled for 8-15 days a month for 25 years in my work. I can’t say I remember many of my airport meals during those travels, unless one really stands out as awful, and that certainly happens. Every once in awhile, though, you meet someone on the serving side who really does a fantastic job of connecting as a person to the stranger standing in front of them. You have one of those people working in the Quizno’s in Minneapolis, MN. I made a note to myself to let you know, and I almost forgot to send you the note, but I certainly have not forgotten the experience.
On February 28th, I had the good fortune to meet a woman named Nigisti who works there. It was very slow when I came through pretty late that evening, and I got chatting a little with her. I learned that she was originally from an area not far from a place [in eastern Africa] that I will be traveling to in May, and she gave me some tips on traveling there, along with a peek inside her native culture that led to her name. I learned that she had lost her father not too long ago, just as I did a little over a year ago. I am certainly still carrying that loss, while at the same appreciating how much he did for me as I grew up, even though I’m 55 now. She seemed to sense that in me – Nigisti possesses an amazing ability to connect quickly on a very special level, and I wanted you to know that you have someone very special on your staff. She does not just make sandwiches – she touches peoples’ hearts.
Please thank her for me, and know that she does way more than make sandwiches every day at Quizno’s.
After I sent the note, Nigisti left me a voicemail that I really appreciated. In the voicemail, she thanked me for the note, and let me know that she had been singled out in front of the entire airport staff for the highest honor her company gives each year. She lifted me up that evening while making my sandwich, I thanked her, and she lifted me up again. Who benefits more? You? Or the person receiving the lift? Take time to say thanks, even to the most unlikely of people you might meet.
“How R U doing?”
She continues to send me text messages every few months just to check how I’m doing. When I wanted to chronicle our encounter to share the story and the lesson I learned, I asked her, “By chance did she still have the note that I had sent?” It had long ago been purged from my emails by our automated corporate document management system. She did have it, though, five years later. I guess I shouldn’t doubt that we can have an impact on people we meet, just as they make an impact on us.
“How R U doing?”
She recently sent me a very short text: “How R U doing?” That’s all it said. “How R U doing?” It came on my birthday. I do not share my birthday on any social media or the like. How could she have known the date? The sandwich maker who made my supper back in 2014. I answered her back, “I’m doing OK, Nigisti.” I’m doing ok. And thank you.
A Moment of Grace? Without a doubt.