In a recent LinkedIn post, Dan Gingiss, CSP explores the profound impact of seemingly small conversational choices on the overall customer experience. Gingiss, a recognized expert in customer experience and customer service, uses a personal anecdote from a recent visit to The Sphere in Las Vegas to illustrate his point about the significance of direct and honest communication.
Rethinking the Tipping Screen Interaction
Gingiss recounts an experience at a refreshment counter where the employee presented the payment screen with an unusual and notably transparent phrase: “Tipping is optional but appreciated. Here’s how to skip it.” This directness stood in stark contrast to the typical, often awkward, phrasing employees use, such as “It’s going to ask you a question.” Gingiss highlights how this simple, honest approach fostered trust and respect.
“Usually this is what you get: ‘It’s going to ask you a question.’ As if we don’t all know exactly what question it’s going to ask. As if the vague phrasing makes the awkwardness disappear. It doesn’t. It just makes the employee complicit in the discomfort.”
According to Gingiss, the employee’s honesty was a critical trust signal. He argues that this directness, rather than creating discomfort, actually empowered the customer and led to a positive outcome – a tip was given.
Words as Trust Signals
The core of Gingiss’s message revolves around the idea that every word chosen in customer interactions serves as a trust signal. He posits that vague or evasive language, often employed to navigate policy or avoid discomfort, can inadvertently create distance between a business and its customers.
“Every phrase you choose either builds connection or creates distance. The difference between ‘It’s going to ask you a question’ and ‘Here’s how to skip it’ is the difference between hiding behind policy and standing with your customer.”
As Gingiss notes, the distinction lies in whether an employee is made complicit in discomfort or positioned as an ally. He advocates for honesty as the most effective way to bridge the gap between a business and its clientele, suggesting that businesses often overcomplicate communication by trying to be too clever or polished.
Clarity is Kindness
Gingiss champions clarity as a form of kindness in customer interactions. He asserts that customers are rarely fooled by attempts to obscure the truth, and that acknowledging reality with honesty builds trust, which is foundational for transforming simple transactions into lasting relationships.
“Your customers already know what’s happening, so just tell it to them honestly. The tipping screen isn’t fooling anyone. So why pretend?”
He emphasizes that even in the smallest moments, the words chosen can create memorable experiences and foster positive perceptions. Gingiss encourages businesses to respect their customers’ intelligence by being clear rather than clever, even when the truth might feel slightly uncomfortable.
The Importance of Small Moments
In conclusion, Dan Gingiss, CSP’s LinkedIn post serves as a powerful reminder that exceptional customer experience is not solely defined by grand gestures but is significantly shaped by the cumulative effect of small, consistently honest interactions. By choosing directness and transparency, businesses can enhance trust, build stronger customer relationships, and differentiate themselves in a crowded marketplace.
📝 About This Content
This article is based on insights shared by Dan Gingiss, CSP on LinkedIn.
📅 Originally posted on January 5, 2026 | View original post on LinkedIn →