Sensitive, vulnerable, scared, worried … if you have felt these emotions over the past nine months, then chances are your customers have too.

If you work in business, then you are likely dealing with people, and dealing with people is not a matter of logic, but rather emotion. You may not know what your customers are going through but that doesn’t mean you need to accept rude or abusive behaviour. However, there will be times when your customers behave badly, so here are three tips to reduce your own frustration and suffering when faced with a grumpy customer:

  1. Control the controllable. When you are faced with difficult customers, you are in control of how well you respond and the meaning you attribute to that moment. Slow down your breathing and take a mindful pause—this will help you self-regulate
  2. Don’t make assumptions. When we make assumptions, we keep people at a distance. Instead, listen, provide space and ask questions to help diffuse a situation. 
  3. Don’t take it personally. It’s not about you. Keep the conversation as objective as possible and remember that your job is to remove the barriers from people and be helpful.  


Christmas is upon us. It’s been a big year and people are under pressure. Look at ways to be of service to others. Transform how you approach your work and your relationships as this will help humanity in a multitude of ways.

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