I’m not sure what is happening, but it seems to me that more people are becoming unhappier by the day. TVs, cell phones, two cars, and more food than they need isn’t enough to put a permanent smile on most faces. But let’s dig deeper. If you realize why these people are coming across in such a negative demeanor you will be in a better position communicate with a productive output.
Here are nine reasons why people come across as being difficult.
- Tired & Frustrated. Think of how you felt after a long drive, or having been lost in a new neighborhood, after dark. You simply were not at your best, and when your patience was tested in this situation, chances are you came across a bit terse.
- Confused. In addition to being embarrassed, confusion can lend itself to a shortened temper. When nothing makes sense, you are likely to appear annoyed, flustered and short of patience.
- Defending Ego/Self-Esteem. Nobody likes to feel foolish or inept. When we are challenged and made to feel less than squared away, we often times come across as unbearable or defensive.
- Similar Situation. We have been here before and been treated poorly. Why should this time be any different? “You are not going to get away with it this time, buster.”
- Ignored. We are all Big Shots in our own world. We want to be paid attention to. This is as normal as the day is long. Some days we can put up with disregard longer than others.
- Alcohol/Drugs. Funny things can happen when our blood begins to thin and our mental functions become somewhat impaired. You know it, and I know it.
- Language. “Don’t you understand me? I’m speaking slowly, or louder than usual?” And you? I can’t understand a word you are saying.
- Bad Mood. People can feel bad, sad, mad, or angry. When the answer is “bad,” there is little you can do but allow time to run its course. “I just don’t feel good and I don’t want to be nice today.” This can be physical or mental. In both instances, audience beware!
- In a Hurry. You don’t understand. I am late and have to meet someone right away. Can’t you just make change and hurry up? This is a biggie.
There you have it. Nine reasons why your next difficult customer may come across as a bore. Now that you know, what are you going to do about it?
Mike Marchev freely shares his experiences, strategies and observations with travel professionals in an effort to keep them on top of their game. For a complimentary copy of his 12-Word Marketing Plan send him an email at mike@mikemarchev.com.
Mike’s daily column is made possible by AmaWaterways.
