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