Do you think she’s going to be more concerned with indulging herself, or with making smart choices? Can you serve her a smart salad bar instead of a smorgasbord of sugary treats? Do you have to change your product selection to do this, or just change the way you talk about it?
Why is it so hard to be thankful? Thanking Ms. Jones is a given. You probably have pre-printed “Thank you for your patronage” postcards but is thanking your staff a given?
Have you ever fired a customer? There’s a time to decide you aren’t going to be pushed around like a kid on the playground and stand up to a bully Ms. Jones. There’s also a time to give in to unreasonable demands just to keep the peace.
This Ms. Jones does not like problems, especially those without answers. What’s more, I do not like it when I discover a problem and have to go sleuthing for clues. What’s this charge on my bill? When will the repairman arrive? Where is the product you said would be here last week? How much is this going to cost?
