Above all, let him be humble. If goods are not available to meet a request, he will offer a kind word in reply, for it is written: A kind word is better than the best gift (Sir 18:17). (RB80.31.13-14)
Benedict realizes that the requests made to the cellarer might not always be able to be fulfilled. Rather than have the person say "no" angrily or with disdain, the person is asked to respond with a kind word or maybe even an alternative solution to the request. The concern here is that the person asking would feel that they are being heard and their need respected. There are times when a request might come at an inappropriate time or at a time of lack or scarcity.
Isn't it better to hear, "I understand your need and it will be addressed as soon as possible." rather than, "Why would you ask for that when you know that it is not available."? Many times a person might be needing someone to recognize their need and to help come up with alternatives rather than a plain no.
Benedict points out again that in all types of communal situations, it is the relationships (respect, dignity, communication) among the members that is more important than the material concerns.
Sr. Catherine, OSB
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