My bank taught me something interesting recently. It taught me that to get anything done, to get some decent service, I have to be a bit of an asshole about it.
It seems that if I am nice, friendly, chatting and flexible then I don’t get great service. I don’t particularly enjoy being an asshole, but it undeniably got results.
I am sure I am not alone in this experience, it might be your bank or another service provider or retailer.
The next time that you complain about your customers it might be worth checking whether they might just be acting in the exact way you’ve trained them to.
Just a thought….