customer is king

Everyone wants to be heard and respected. It usually doesn’t cost much to do either. And it doesn’t really matter all that much whether you ultimately think you’re right and they’re wrong. Arguing with heated feelings will just increase the burn.

When you deal with people who have trouble, you can either choose to taken the token that says “it’s no big deal” or the token that says “it’s the end of the world”. Whichever token you pick, they’ll take the other.