Except this nugget came from a 1972 McDonalds training film. I posted elsewhere that it is so true, if I go to a place where customer service is sub par, I only go there once if I can help it.
And in the office, which vendors do you think get our business? They’re the ones that are friendly, helpful, and most of all willing to work with me. Yes its a little corny and all, but I’ve found in life that when you’ve got an irate asshole yelling at you, there’s not better way to mitigate anger than to stay calm and friendly. It makes said person realize what an ass they’re being and 9 times out of 10, they’ll loosen up and even apologize.