The "wrong" greeting trick that stopped people yelling at me

I worked the return desk at a big box store for 2 years. Every single shift I'd have someone storm up already angry before I even said a word. One day I tried something different. Instead of my usual "hi how can I help you" I started saying "oh no what happened?" with a concerned face. It totally disarmed people. They went from angry to explaining their problem like I was on their side. Made returns way less awful. Anyone else found a weird greeting that works better than the standard one?

2 comments

2 Comments

ivan2301mo ago

Man @jordan464 I was totally in the "act annoyed back" camp for years thinking it matched their energy. But trying this trick just once changed my mind completely because people really don't want to fight someone who seems concerned for them. It's crazy how such a small shift in words can stop an argument before it starts.

jordan4641mo ago

Does that work better than acting annoyed but still trying to be polite, since people seem to mirror your energy back at you? I bet just adjusting your tone a little could change the whole vibe of a conversation.