What do you do with a difficult customer? How do you deal with that jerk who seems intent on making life hard?

This is one of the most challenging things for customer-facing employees to deal with and one of the most problematic situations for managers to try and remedy.

You will hear all kinds of suggestions. Usually, these amount to glorified versions of “suck it up and put on your best acting face.” I know I have heard these kinds of suggestions many times over the years. However, there is another way.

Think of all of the things that can impede on a joyous day you might be having. Perhaps it is being cut off on the freeway, or maybe the weather just sucks, or maybe your spouse or partner is being a devil to deal with, whatever it is, it can ruin what might otherwise be a great day.

Now think about how it impacts your dealings with others. You get snippy or short in your comments. Maybe you become more critical or picky. Maybe you become that person who cannot be pleased by anything. Er, maybe you become that difficult customer.

We all have it in us to be that person that we find most testing. The little disappointments and challenges of life can easily turn any of us from Dr. Jekyll into Mr. Hyde.

Once you realize this, it becomes easy to empathize. What you see in that difficult customer is only the tip of a bigger iceberg filled with problems and disappointments, and you know exactly what that feels like.

Given this, perhaps this is just the person who needs more care and consideration, not less. It might just be that a small act of hospitality from you could turn the tide and begin the transformation back to a more-reasonable Dr. Jekyll.

The formula goes like this. See others—even ones at their worst—as just like you at times. Think “how can I help?” and then approach with hospitality.

While this is not as easy done as it is said, it is trainable and it is effective. Try it next time you encounter difficult people.

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