A customer called ready to tear my head off, and by the end he was thanking me and promising to recommend us. I can do that now, turn fury into loyalty. But I hung up uneasy, realizing how much of my job is really about steering how people feel, and how little of it is actually fixing what's broken.
More people experience this than they realize.
You can turn an angry customer into a fan, and it unsettles you how much of the job is managing feelings, not fixing problems.
If this sounds familiar, the Library can help you find the bigger picture.