FRIDAY THOUGHTS: ATTITUDE IS EVERYTHING

I overheard a rant while in line at a customer service counter. 

A guy kept barking at the agent, "What's my problem?" 

The agent wisely went to find someone else to help the guy, who seemed to be on a mission to have his rant heard by everyone as far away as the parking lot. 

The agent visibly zoned out. Her jaws were tight, eyes glazed over, and her smile was gone. 

You can kind of tell when someone is about to stop caring about job security.

The guy continued his rant, which included what he thought about the faulty product he'd purchased, the store, and the agent. 

"She doesn't seem to have a clue!", he shouted. "I paid cash! Maybe that was my mistake! What's my problem?" 

I wanted to answer him. 

"Perhaps, in addition to your broken appliance, your problem is your tone and attitude". 

Sympathy about the reasons behind, or excuses for your meltdown decrease exponentially after you've blown up at the wrong person. The wrong person to blow up at is the person who can secure for you the best results-- in the least amount of time. 

Good luck if your behavior is so offensive, out of the gate, that others abandon their professionalism, and experience sudden fits of childishness and vindictiveness. 

People don't ever have to be nice, or helpful.

When you're the one who needs help getting a problem solved, being polite is best. 

Shun the inclination to be curt, abrasive, argumentative, accusatory, facetious, or sarcastic. It is counterproductive.

 

Being a jerk, even when your dissatisfaction has merit, is a good way to shut others down, diminish their desire to be of assistance, build a wall, and forfeit the response or resolution you desire.

Chances are, the customer service rep did not pack your purchase, install your appliance, sew your suit, cobble your shoes, program your computer, manufacture your equipment, or write the instruction manual. 

Get too snippy, and others may not be inclined to be understanding, compassionate, or willing to help in a hurry.

Frustrated though you may be, your tone (and you CAN'T be the only one who doesn't hear it) is the difference between having your concerns promptly addressed, and your concerns being ignored, deliberately forgotten, or tossed in the "round file". 

Not everyone is moved by volume, threats, or inflammatory language. One can't continue speaking to others disrespectfully, then wonder why one spends inordinate amounts of time in line, or on hold, experiences dropped calls, or can't get answers. 

Everyone's grandmothers said, "You can catch more flies with honey than with vinegar". 

Everyone's grandmothers were right.