This is the best way I have found to deal with someone who’s angry.

0:00how to deal with angry customers. This lady comes in, she is piss angry. >> Where's Johnny? He sold me this coat and this button came off. >> She's just making a scene. John, the owner of the store, he's walking towards me to turn out to go deal with her. As he turns the corner, he goes right into character. "Mrs. Johnson, that is ridiculous. Who sold you that coat?" All of a sudden, her whole tone changed. I mean, it you know, it wasn't that big of a deal. "No, we need to get to the bottom of this." He goes to the back, they fix the thing in 5 minutes, he hands it back to her, she's like, "Ah, John, you're always the best." [music] There can only be one person in the angry boat. So, whenever someone comes in the angry boat, what most people try and do is they try and [music] downplay them. They just keep getting angry and this person keeps trying to make them less angry and then just creates more and more of a discrepancy between the two people. Now, the flip side is she got in the angry boat and so she had to get out of the angry boat. You need to validate their anger.