When I ordered a salad to go from a neighborhood café, the saleswoman couldn’t have seemed more miserable to be waiting on me if she tried. Later, I learned she’s the manager, which made it worse.

She was brusque. She was curt. Everything a salesperson shouldn’t be.

Customers are sensitive to your demeanor. We can hear it in your voice. We can see it on your face. We can read it in your emails.

If dealing with you is unpleasant, we will leave you, and we will tell other people about you.

If I had sales or service team members, or someone answering my phones, I’d teach them this on day 1. I’d insist they become good actors when necessary, because it happens to all of u: We’re in a rotten mood. Something else is troubling us. When we can’t avoid dealing with customers on such occasions, we need to rise above it for the moment.

There are plenty of other cafés and coffee shops nearby. I’ve already found them.

(c) 2015 Margie Dana