This seems like a timely post for National Waiters Day here in the UK, and because all of us service professionals invariably encounter difficult customers at one time or another. We should all read Seth Godin’s powerful note to the customer who throws a tantrum:
“We heard you. We, as in the people you were seeking to impact, and we as in the rest of us as well, the innocent bystanders.
Actually, we heard you the first time. Ever since then, the only information that’s being communicated is about you, not the people you’re angry with.
You’re demonstrating your privilege..”
“You’re demonstrating your entitlement.
You’re demonstrating a surprising lack of self control. Toddlers have tantrums. Adults should solve problems.
And you’re demonstrating your fear, most of all. The fear that fuels a narrative of being unheard.”
“Working with the outside world is an act of communication and mutual respect. You deserve to be heard, but you don’t have a right to have a tantrum.”