Problem customers can be difficult, especially when things go wrong. But the worst thing to do is take their behavior personally and become defensive. That is what happened on a recent American Airlines flight to New York when the crew showed up over an hour late. Passengers upset over the delay gave the crew a "Bronx Cheer" causing two crew members to refuse to fly. As result, the flight was canceled and a lot of bad press generated for the airline.
What if the crew arrived, acknowledged the inconvenience they caused, and them apologized? It is likely an unfortunate incident could have been avoided. It is easy to take bad customer behavior personally and get defensive. But better results come from acknowledging feelings and inconvenience.
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