Yesterday was a tragic day in our history as a man goes on a shooting spry at Virginia Tech killing 33 and wounding 15.

As I listened to radio callers debate the issue this morning; one caller raised a far more basic question:

"Are there more good or bad people in the world?"

I'm a "glass is half full" kinda girl and have always assumed that there aren't really bad people, only bad actions and that people are basically good at heart. Maybe their motives are slightly askew on occasion but when confronted with an event like yesterday, it does tend to shake our thinking.

Bringing it around to business...there are days when we ask ourselves, "are there more bad customers than good?"

A bad customer experience can wreck a day - put everyone in a bad mood and the negative attitude permeates all those we come in contact with like a black ooze slowly spreading through the department.

We remember those angry customers long after they are gone - just like a bad boss - those are the stories we share with our friends and loved ones; until it appears that all we have are those evil doers.

But step back for just a second and put it into perspective. For every angry customer we have there are hundreds of happy ones - right? Why do we tend to focus on the negative?

You've heard the saying "share a smile," and "fake it until you make it." Not to be Pollyanna or anything, but if we start the day with a smile, and share the smile - it will spread "like sunshine all over the place - just put on a happy face."

The next time you are feeling overwhelmed by an angry customer - remember the last three that were satisfied and put the negative experience into perspective. So how do you shake off the experience of an angry customer? And do you think people are mostly good?

In the meantime, like you, my thoughts and prayers go out to the families of those impacted by yesterday's shootings.

Deborah Chaddock Brown
Professional Writer, Thinker of Good Thoughts
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