It’s easy to look at someone outside of your sphere and say “how can they not know? How can they act like that? How can they make that decision? How come they didn’t respond to our can’t-refuse offer?”
People operate with an inherent bias
There is some recent scientific research that measured the positive halo that people give others they have relationships with. Everyone else is suspect. It’s good to know about this built-in bias in order to consciously think about your immediate reaction when a stranger does something you don’t like or expect.
Customers don’t care about you
They are busy. They have their own pain points. They are overstimulated with lots of options to choose from. They are not reading your website, waiting for your promotions or analyzing your products – only you do that.
The danger in calling someone an idiot
Even if it is only in your head – is it leaks out. Maybe not literally but, that attitude, becomes apparent in your corporate culture, company’s voice and soon your customers realize it too. You don’t use hammer language if you think someone is an idiot.
You’re helpful and humble and personable when you think your customers are just great. And when you think they are great – they think you are great right back!