D) Be Prepared They Can Smell Fear

If you're in business, sales, or customer service you will run into four types of people. Three of these types you will encounter everyday: 

a) The Yes Man will be agreeable and patronize your products and services.
b) The No Man will be easy because they will not waste your time.
c) The Maybe Man will take the most amount of your available time and resources. Maybe Man is sometimes a called a "Tire Kicker" because he has been known to waste the most amount of time and has a reputation to mess with the head of a salesman.

Some Maybe men are simply folk that don't know what they need/want, and that is why Maybe Man skills are important to master. These are just good people that need a little more attention.

The fourth type of person you will wish you never encounter and there is even a small chance you never have to:

D) The Jerk Man. This person will be your free entertainment for the day and you need to learn to love this one. If you are unable to see the humor of Jerk Man, your career and personal life are doomed.

Jerk Man is a mean vile sort of person. He/She hates life and is easy to spot because Jerk Man is often followed around by gray rain clouds that hurl lightning at unsuspecting bystanders. Jerk Man takes no prisoners and has been known to torment his/her victims before tearing them apart with razor sharp claws and swallowing the remains whole.

It is very important to keep things professional and calm when dealing with a Jerk. On the rare occasion you encounter a Jerk it can be difficult to maintain your composure and professionalism, as some may regress into childlike behavior. Unfortunately there are also Jerks that will get personal and you may even encounter a hostile Jerk. Should you encounter the latter, it may be necessary to contact the authorities or security to have an unruly individual removed from the premises. What are the most effective ways to  handle an encounter with a Jerk and when should a manager be called in to help?

Every company has a different policy on the procedures of handling a jerk on the frontline. Know the policies before dealing with the public at all! A jerk can not only smell fear but will also take advantage of a new employee! Jerks have even been known to approach a newbie because such a target can be easier to manipulate and intimidate. You do not want to be caught off guard when confronted by a jerk especially if you are new or inexperienced, Jerks eat unsuspecting victims for breakfast and New Guys for an afternoon snack.

Here are a few tips on how to keep control when dealing with Jerk Man:

1) Smile and maintain eye contact. Body language is important because the majority of communication is nonverbal. Eye contact indicates interest, attention, and involvement; All vital needs of a Jerk.


2) Listen: As long as the Jerk doesn't unleash vulgar profanities try to keep an open ear and note important points even if the Jerk is mostly incoherent.

3) Let them get it ALL out: Wait until Jerk Man is finished speaking before you say a word unless you are asked a question. Never interrupt or ask questions until the Jerk is finished. Nodding in agreement or concern with the customer and remarks such as, "I'm very sorry", should be exercised with caution. Some Jerks will react to any type of reaction from you no matter what you do.

4) Be agreeable but do not necessarily agree: Agreeing in some cases can put the manager or company in a difficult position. Apologize to the jerk for their concerns and offer to assist them in coming to a  resolution.

*Be aware of the language you use when doing this:  People have emotional responses to language, and a word that strikes a Jerk with a negative response can result in a perfectly avoidable escalation. The way your words are delivered as important as the words you use.

5) Acknowledge you are not the decision maker and if necessary offer to get one involved. In fact, if you are not the decision maker it is best to always make such an offer

6) Never make promises you can't keep: If you do not have the authority to comp or refund a Jerk then you should not suggest such resolutions. Do not make such a suggestion to the actual decision maker if the Jerk is within earshot

7) Do not say NO and never say "we can't/don't do that": Never start off by telling a Jerk no or by giving a negative response to the jerk's concerns.

8) Talk about what you can do and if you don't know the answers then offer to find them for the Jerk: Give options and ask the Jerk what they think is the best way to resolve the matter from the options presented. Never just ask the Jerk what he/she thinks should be done! A Jerk will not have reasonable expectations so don't offer an open-ended option that may potentially add to further frustrations for the jerk when can't deliver.
9) Suck up your pride and apologize. You know its not your fault but the Jerk may be too excited to recognize this fact. It is best to recognize that you are in control as long as the customer allows you to be in control; you are only in control if the Jerk thinks he/she is in control.

If the problem is your fault acknowledge your responsibility specifically.


Ie: "I am very sorry that I failed to enter your order accurately resulting in an inconvenience for you and a negative experience. I messed up and would appreciate if you would allow me the opportunity to fix the problem."

10) Do not tolerate abusive language but be cautious of how you confront a Jerk that is abusive: Always get a manager. Do not accuse the jerk of being abusive (even if they are) in front of the manager, do not become defensive if the Jerk attacks (verbally) you or your establishment in a personal manner, do not raise your voice over the jerk, do not tell a jerk you understand them, always remain calm, and in some cases it may be necessary to replace your smile with a serious look (look like you are determined to fix Jerk Man's problem.)

ie: "I am very sorry Mr. X, I appreciate that you are upset but I must ask that you please refrain from *insert abusive behavior here* or I will have to ask you to leave. I would like to help you and this is what I can do for you..."

If the jerk continues in a tirade then make an excuse (such as looking in the back or calling for a manager) to use a phone where you will have privacy. Call a manager or the authorities whichever your workplace procedure may be. If your safety is directly at risk it may be necessary to call the authorities first. Ensure a comfortable safe distance between yourself and the Jerk.

11) The most vital skill you will need to master when dealing with Jerk Man is your ability to maintain control: Recognize that not all difficult customers are Jerks; some people have bad days and it can take years of experience to know the difference no matter how sure you are you can always be wrong. You never want to under or over estimate Jerk Man.

12) Never call a jerk a liar: Have you ever seen the destructive force of enriched Uranium when fully weaponized? If not you can if you call Jerk Man a liar! A Jerk will sometimes try to bait you or resort to pettiness such as lies and threats to get their way. The absolute worst thing you can do is call him/her on it.

13) Never pass the buck. It is your problem because the Jerk Man came to you with his/her problem. It may not be your department or something you can resolve but it IS always up to you to assist effectively.

14) Kill a Jerk with kindness: I am not suggesting you grit with a fake smile and bend over. Customers always remember a bad experience and hold grudges! If you can impress a Jerk with your ability to handle their concerns professionally and give them a great experience you can makeover that Jerk to become your best customer in the future. That Jerk will likely share their experience with people they know and you have the opportunity to gain business from even the biggest Jerk. He/she may even return to apologize later.

15) The customer isn't always right but no matter how bad behavior is, the customer should always feel or think he/she is right. Even a jerk.

16) If you are new/inexperienced tell Jerk Man you are and ask for their patience/understanding: Everybody had to start somewhere and many people will understand. If they do not understand or care try not to take it personally and do your job the best you can.

17) Give the best and be the best: Your Jerk may not get satisfaction if they are unreasonable or removed from the premises. If you know that you gave the best and were the best then you did all you can do.

18) Every jerk has a lesson and opportunity for you. Find it, know it, learn it, use it. By mastering the skills of wrangling with Jerk Man, you will significantly reduce casualties before they can happen.

19) Know your limits: You are accountable if a jerk is out of control if you do not immediately seek assistance.  Do not wait for a situation to escalate; Always call in for back up from a manager when a situation becomes too much of a challenge for you to deal with on your own.