A week later, and I can still recall the friendly phone conversation I had with a restaurant manager.

I had called to order a gift certificate.

His cheery attitude. His projection of gratitude. His polish. His assurance, “Oh, they’re going to love this restaurant.”

The phone call was memorable, and it didn’t have to be.

One three-minute interaction. One experience. My first and only experience with that business.

The manager had no direct benefit from the call. He could have been cool. Transactional. Automated.

But he wasn’t. He was warm. Helpful. And even if he wasn’t happy, he sounded like he was.

A great restaurant experience doesn’t start with the first bite of an appetizer. Sometimes, it starts with the person who answers the phone.