The next time you face a customer who has every right to be upset, say something like this: 'I don't blame you for feeling as you do. If I were you, I'd feel exactly the same way. What would you like for me to do?' These are magical, healing words, and you'll be surprised at how reasonable people become when they believe you are on their side.
H. Jackson Brown, Jr.Remember, a good marriage is like a campfire. Both grow cold if left unattended.
H. Jackson Brown, Jr.When you are angry or frustrated, what comes out? Whatever it is, it's a good indication of what you're made of.
H. Jackson Brown, Jr.