Look for the positive qualities in your client's negative behavior.
Feelings have more to do with the story you tell yourself than the facts.
Truth builds trust.
Thank your customer for complaining and mean it. Most will never bother to complain. They'll just walk away.
Get in touch with your passion and put it to work at work.
Do an evening review at the end of the day to reflect on what went well, and what you'd do differently next time.
Moods can be contagious. Don't catch or spread a bad mood.
How you think about your customers influences how you respond to them.
People who work in an environment where doing their best is recognized have a better chance of feeling good about their work.
Notice the difference between being in control and needing control.
Optimists move through life with a happy exterior. What happens on the inside shows up on the outside.
When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.
Customers are human and humans can view situations in unexpected ways.