Pause to Appreciate

I was recently on a customer service call trying to resolve an issue. The company had fully embraced AI, which meant I was initially stuck in a loop with an automated voice determined to “help.”

You know the automated kind: cheerful, efficient, and completely incapable of understanding your actual problem.

After multiple failed attempts to explain my situation, I was finally given the option to talk to a person.

And what a difference that made!

The representative who answered was calm, warm, and genuinely helpful. She solved my issue quickly and ended by asking, “Is there anything else I can help you with today?”

I laughed and said, “No, but I do want to say how much I appreciate that I finally got to talk to a human. I completely understand the growing role of AI, AND, it’s SO nice to connect with an actual person.”

She chuckled and replied, “Not all humans are as kind as you’ve been through this process. This was a great way to end my shift.”

We both hung up smiling, problem solved, yes, but more importantly, connection made.

That small exchange reminded me how much we all crave acknowledgment, especially in moments of frustration. Whether in customer service, classrooms, or team meetings, people want to be seen, not just processed.

Technology can streamline, but it can’t replace presence. And kindness, especially under pressure, is contagious.

When we slow down to appreciate the human on the other end, whether they’re helping us, disagreeing with us, or just doing their best, we model the kind of emotional intelligence that transforms culture.

What to Practice

1. Be the Calm in the ChaosEven when frustrated, you can choose your tone. How you communicate under pressure shapes the tone for others to follow.

2. Express Gratitude Out LoudDon’t assume people know you appreciate them, say it. A simple, “I see how hard you’re working on this,” can change someone’s entire day.

3. Notice the Humans Behind the RolesWhether it’s a customer service agent, a coworker, or a team member, each person wants to matter. Pause long enough to make them feel like they do.

Reflection Questions

• When was the last time I expressed appreciation in the middle of a challenge?

• How often do I pause to acknowledge effort, not just results?

• What tone do I model when systems fail or people fall short?

• How might I embed more appreciation and empathy into my daily interactions?

We can’t control every frustration. But we can control how we show up within it.

You matter. Especially as a leader with kindness in an AI world that often forgets to.