It takes a certain personality to be a leader, let alone, run a business. I’m sure we can all think of times when we have become bogged down and had a bad moment or day. When I start to get that ‘glass half empty’ feeling – I take a minute to reflect.  In so doing, I think back to an inconsequential stranger and how our brief encounter changed how I articulate my view of the world forever.

It took place one spring day, early in my career, when I was working at my specialty retail store.  About an hour before the store was due to open, I was finalizing some paper work for the day. All of a sudden, the heavy glass entrance door flew open. Since it was a pretty blustery morning, I assumed it was the wind.  I was about to move away from behind the counter to close the door, but stopped short.  From the other side of the open door, I saw an arm and a speckled, wrinkled hand appear. The hand grasped a three-footed cane.  Slowly, a small statured, elderly gentleman shuffled into the entrance. He looked around the store and then spotted me in the back. Caught off guard by the sudden intrusion and the man’s discontented demeanor, I broke the number one rule in retail and asked, “How can I help you today?” Invariability this draws the age old, “I’m just looking.” However, in this case, I received the abrupt response, “I’ll be there in a minute.”

Like any effective retail store, our layout was designed so that the customer walked through purposefully placed merchandise on their way to the check-out area.  The old man, not sure of foot, started making his way through this perilous labyrinth.  Realizing I could be waiting all day for him to make it to me, I made a move to meet him and chirped again, “Are you sure, I can’t help you with something?” In a gruff, stern voice he replied, “I told you…I’ll be there in a minute!”  I quickly retracted my steps and waited patiently for him to approach.

Finally, after what seemed like an eternity, the gentleman made it to the bar-height counter I was working behind. Warmly I said, “How are you doing today?”  In a Kilroy like moment, he peered over the counter top and instantaneously responded, “I’m jumping up and down.”

This small moment and single phrase, uttered from this cantankerous man, has inspired me. For the past 25 years, I have repeated his statement every day, and it helps me to bring a positive perspective to all that I do. Additionally, when someone asks me, “How are you doing?” More often than not, I cannot resist saying, “I’m jumping up and down!” My retort is delivered with more enthusiasm than my brief acquaintance had shown.  The impact of the sentiment however is alike… unexpected. I hope it makes people pause for a moment and think, “What‘s making me jump up and down today?”