When you have a client that is upset and/or emotional, this is an opportunity to connect at a much deeper level, and possibly create a very memorable impression. This includes when we may have made a mistake, miscommunication has occurred, or perhaps we cannot deliver something we promised on time. Obviously we do not want to make a habit of it, but problems can also represent important opportunities if we can rise to the occasion and solve them. The key in such cases is clarity, communication and an obvious show of concern, focus and action. When emotions are running high, the pros separate themselves from the pack.

First of all let's define "Common Courtesy" ; I define it as treating others as you would like to be treated. (I think my Mother and Father probably drilled this in some where along the way.) For example, when I leave a voice mail message asking for a reply, I think that person should have the "Common Courtesy" to reply. And, I am not talking about someone I have never met; I am talking about someone who has contacted me, we have met and they have requested services. I know the replies aren't always going  to be rosy or detailed, but a straight-forward, honest reply would be appreciated. It takes mere seconds. I am not sure when this "practice" evolved or changed, but It kind of reminds me of the "signs" in fast-food drive thru's and at cash registers that say: "Please do not use your cell phone while in line or placing an order". I can't believe people can't hang up for five minutes and give another human being five minutes of their undivided attention. I never thought I would feel "old-school"; but I do. I never thought I'd wish for the way things used to be.