Profiles in Being Seen: The Stick of Gum and The Lunch
- Lori Zukin
- 7 hours ago
- 3 min read
The most powerful leadership moment I’ve heard about recently cost less than $15 and happened in a post office.
It was way busier than usual and the line wasn't moving. The people in line were growing increasingly impatient.
Up front, the two postal workers (both women) were moving as fast as they could — but not fast enough for those waiting. The workers hadn't stopped. Hadn't eaten. It was past lunchtime and they were running on empty.
My colleague and friend, Alexis, watched from the back of the line, one of the women slip a piece of gum to her co-worker.
The colleague nodded silently, signaling.
This will at least hold me over until I can get my lunch.
That was it. One small moment. Easy to miss if you're staring at your phone or mentally composing a complaint.
Alexis didn't miss it.
When she got to the front of the line she asked them if they were hungry.
“Yes, but I’m not going to have time to eat. “ Her colleague chimed in, “she’s got to take a break.”
Alexis got the postage for her packages and then asked them if they were hungry.
“I recall you mentioning that you like those steak and cheese sandwiches from the deli down the street.” Alexis had been going to that post office for many years and knew these women.
“I’ll pick some up for you.”
They told her it was not necessary, but Alexis could tell that they’d appreciate it.
And, they did.
Later, in the parking lot, Alex returned with the sandwiches.
A woman who’d been in that same line and had seen Alexis talking to the women, stopped her.
What you did had such an impact on me, she said. I was in such a bad mood. I was complaining about the line. I was complaining about the workers. I was complaining about everything.
But what you did — it shifted everything. You gave me faith in humanity again — that there are good people in this world.
I keep thinking about this story.
Not simply because Alexis bought the postal workers lunch — which was great in and of itself — but also because of what happened before and after that.
Alexis noticed the exchange of a piece of gum. She noticed that it meant these women were hungry and wouldn’t have time to eat.
She saw the women, not just the long line.
And then she did something about it.
Three steps. That's it.
Notice. See someone. Do something.
Many of us do step one occasionally. We slow down. We notice something about another person — their exhaustion, their effort, the small kindness they're showing someone else.
We may even thank them.
And then we keep going.
Not because we don’t care. Because we're busy. Because it feels too small. Because we tell ourselves someone else will do it. Because we're not sure it's our place.
Here’s what else is great about this story: The woman in the parking lot also noticed, saw, and acted. She didn’t have to stop and share her reaction with Alexis, but she did.
When I asked Alexis about how this affected her, she said “I felt seen,” since spreading this way of being is her intention.
That's not a small thing.
That's leadership. Noticing our humanity with ripple effects. Without a title, without a meeting, without a strategic plan.
I've been interviewing people lately about moments when they felt truly seen — when someone noticed something in them and said so, and the impact it had.
The stories have been extraordinary.
This one stays with me because it's so ordinary.
It happened in a post office line on a Tuesday.
Which means it could happen anywhere, anytime.
Which means any of us could do it.
Here's what I keep asking myself:
What am I missing when I'm moving too fast?
What would happen if I slowed down more and paid attention?
I'd love to hear your thoughts.
Lori
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