Redirect

I had a conversation with a trainer in the food service industry about how they train workers to deal with difficult customers. She said the one thing that takes pain in the ass customers off their game is a compliment. She gave an example, "I really like your hair style...did you get it cut recently...my parents are barbers so I can recognize a good haircut when I see it." Here's where it got funny. I was at the barber a few hours earlier.  I thought more about the very moment she asked me, and it did indeed shift my thinking for a second. That's how quick a redirect can happen.

She told a story about a customer that was a huge pain and quite rude.  She continued being complimentary and smiling.  By the end of the dinner, the man smiled, asked for her phone number, said thank you, and left her a 50% tip.  She had indeed changed someone's thinking (mood) with her energy and her words.

There were a few takeaways for me from the conversation.

1.  My words have power so I should choose them wisely.
2.  I get to choose how I react to negative people and situations.
3.  I can change lives with a little kindness.
4. I have opportunities each day to make a difference in the world.

Should I react or redirect?  That is the question of the day.