Early in my career, someone gave me the idea to start a smile file. I graduated college in 1990 so this is going way back. Way back to the days when it wasn’t unusual to find people that still smoked at their desk and computers needed you to type the word run after a blinking c: prompt to bring it to life. Those early days were a fountain of knowledge and experience I didn’t pick up in college and full of opportunities to learn about the variety of human behavior to be experienced in an office setting when you are the first line of defense over the phone and in person (aka the receptionist).
After one particularly bad run-in with a customer, an older co-worker counseled me to start a file that I could turn to when times got tough at work. Times when tears would roll down my face over some mean insult spoken in haste by a customer over the phone. Unfortunately, bad manners are always going to be part of any job where you directly interact with customers. What goes into this folder, I asked?