Being A Customer Whisperer Actually Involves Screaming

I’m working in a computer store when a customer comes in with a real issue, but he’s convinced the only way to get help is to scream at someone.

I let him explain his problem. He’s not very clear, so I ask a few follow-up questions.

Me: “Okay, so when you turn it on, does—”

Customer: “WILL YOU JUST HELP ME?!”

Something in me snaps perfectly into place. I match him exactly; same tone, same volume.

Me: “I AM TRYING TO HELP YOU, SIR!”

We stare each other down for a moment.

It works. He freezes, blinks, and suddenly it’s like someone hit his reset button. He realizes I’m actually on his side.

Customer: “…Right. Okay. Sorry. Let’s figure this out.”

His wife softens too.

Wife: “Thank you for helping us. We really appreciate it.”

Within minutes, they’re the nicest, most cooperative customers ever. By the end, we’re laughing and joking like old friends.

They leave happy.

I head to the back room, and one of the younger guys looks at me wide-eyed.

Coworker: “How in the h*** did you do that?”