I wonder what the customer could have said to make him loose his cool like that... that was one serious meltdown!![]()
I've had a small handfull of customers onver the course of my career that've gotten me to the edge. I've been able to keep myself, publiclly, in check and just gone into the back to vent a bit. I had a customer once cuss me out for five minutes and get so angry with me that he raised his cane to me in a threatening manner. It's easy in those situations to get into a "fight or flight" mode where your emotions are surging and you feel the need to react. How you react justr depends on how well your emtional filter is working.
With the gentleman above I simply stepped back, asked the man to calm down and asked him what he needed for me to resolve this situation. (FWIW, he was mad at me for not calling him to let him know we were out of a product.)
Another customer once walked up to me while I was on the saw, entering the employee-only area, sidled up outside my field of vision/concetration he tapped me on the shoulder and demanded I tell him where a product was. He gave me a good startle and I really could've gone off on him as he could've damn-near caused me to severly injure myself. I stepped back, turned off the saw and helped him as if nothing had happened.
Another customer walked up to the counter, slamed his hand down on the counter and shouted out me "GIVE ME A STEAK!" he did this as my attention was focused elsewhere. That one took a full moment of internal consideration before I responded properly.
So just depends, really, on how well you are in check with your pesonal controls and also a good ammount of whatever is going on with you personally. I'd venture to guess the customer really railed on this poor guy.