It’s easy to cater to the customer who yells the loudest or the employee who complains the most. It’s much harder to be more strategic with our efforts.

If we don’t control our own attention, others will do it for us.

That’s why customers make a scene – they’ve been rewarded for their outlandish actions in the past, so they know they’ll get what they want if they do it again.

But what if we didn’t give in? What if, instead, we turned that attention towards our loyal customers with whom we actually enjoy working?

Sure we might lose a few screamers, but is that really a loss?

-Brandon