Calm A Barking Customer

(A somewhat disgruntled customer comes up to me, with a service dog in her cart.)

Me: “Good afternoon! You have a very lovely dog.”

Customer: *sharply* “Don’t pet him.”

Me: “Oh, don’t worry. If you don’t want me to, I won’t.”

(I start scanning her items.)

Me: “Would you like to add a protection plan to your product for only $5.99?”

Customer: “Are you kidding me? Fine, I guess.”

Me: “It is absolutely your decision, ma’am.”

(As we go through the process, I try to make small talk.)

Me: “So what is your dog’s name?”

Customer: “It’s [name]. He gets very nervous around anyone but me.”

Me: “I completely understand. I’ve got an old dog at home, and he sometimes gets anxious around people when I take him out on walks.”

(The chit-chat goes on throughout the transaction, with the woman growing considerably less and less grumpy.)

Me: “Here’s your receipt. Have a wonderful day!”

Customer: “You know, I’m really sorry if I seemed out of it. It’s been a very rough day, and you were so very understanding of me.”

Me: “I know what it’s like to have rough days. You take care of yourself!”

(It takes working in customer service to understand a customer!)