“Look, I’ve tried all of your advice on dealing with angry people and nothing works. I’m at the end of my wits, what else can I do?” When once in a blue moon I get an e-mail stating something like this I have to access my drawer of secret advice and introduce a radical notion that you’ve all heard – “kill them with kindness.”
I want to share with you what I’ve learned about true kindness, why I feel that “killing them with kindness” works like a charm, and why it is also greatly misunderstood to the detriment of everyone involved.
A quick story from my life. During my first few years in real estate, somehow I developed this idea (perhaps thanks to my broker manager) that “the client is always right.” In my head that meant that the client can be moody, pushy, bossy and unreasonable yet I was to respond with kindness, nod my head and agree. After all, all I saw was a big paycheck on their forehead and I was willing to do whatever it took to cash it. [click to continue…]