I learned a lesson about myself today, and it is that I am much better at keeping my cool in a situation than I used to be. I believe I have learned through both maturity and therapy how to manage my emotions properly. This was put to the test today, as a gentleman at work screamed obscenities at me. Now, were this 10 years ago, one of two things would have happened. One, I would have burst into tears and quit my job on the spot. Two, I would have run my mouth off and gotten fired. Either way, if this was 10 years ago, I probably would have lost my job.
One of the tricky things about my position is that when folks come in to pay with a debit card, I cannot guarantee them a rental. It is a little detail that is hidden in the fine print, but we try to tell everyone we can so as to avoid situations like the one I had this morning. If you are paying with a debit card, you have to pass a soft credit check, and if you do not pass, I do not rent. Most people are disappointed but understanding, but this morning, I suppose this particular customer was having a very bad day. When I explained to him I could not rent, and further explained I could not refund his prepayment from the counter, I was greeted with great anger and blame, as if I were deliberately ruining this man’s vacation.
Except, I kept my cool. I did not dissolve into tears, I did not start screaming in his face: instead I just stayed calm and explained to him what his options were. He left angerly, saying he would be back with a credit card. I was very anxious for an hour or so while I waited for Boss-Mark to show up, because I did not want to face this guy alone, again. Fortunately, Mark came in about 1 minute before customers return, and sent me to the back to fill washer fluid bottles while he dealt with them. Before I went in the back, however, the man apologized to me for his behavior and said that he felt bad for what he had said. I don’t know if it was genuine or if it was because his 96-year-old grandmother was standing beside him, but either way it was appreciated.
This exchange put me in a funk for most of my morning. That is until later in the day, when I realized how differently I handled this situation compared to my behaviors in the past. After that, I was pretty proud of myself. I decided I was not going to let a stranger ruin my day, and since then I have been feeling much lighter. The little reminder that I have grown is enough to cheer me up and wipe away the funk.
Not a very long update today. Just remember to be kind to people if you can, and have a good weekend. Happy Friday.