Quote:
Originally Posted by AngelWorks  Well, you're a dog person so this should make sense___
You know how the tone of your voice is what the dog keys into? Like you can say mean things to them in an excited voice and they get as excited as when your saying nice things.
It's a little like that. 
The customers "hear" you apologizing when you use an apologetic tone of voice, even when you are actually telling them that they seem to have forgotten what their mama taught them.
And since you are a student of the stage---"Smiles everyone!" |
Very sage advice. You can say most anything to a person with a smile on your face and the right tone.
I had an older couple come into the restaurant one night and she was already in a fiercely bad mood when they walked in. She was snarly at the beginning and I knew it could potentially go badly. She was rude to the hostess who seated her, also to the server on the initial approach to the table. So I told the employee that I would take that table for her. She was very relieved.
Throughout the course of taking the order and the serving, right on up to the end of the meal, she kept making verbal digs and jabs that were just plain rude. I continued to treat her with deferrence and smiled at her a lot while being verbally abused. I left them with their ticket and a 'y'all come back to see us again'....
Upon leaving, she came to me and apologized. Rightly so. At least I didn't have an employee off the floor in tears because of the attitude of a selfish and ruthless woman.
I might add that her dinner companion was embarrassed over the whole thing and was extremely nice. I felt badly for him.
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