One of my publisher’s employees
f*cked up.
She f*cked up big time.
I sympathize with this
as I f*ck quite often
so I emailed her quietly,
pointed out the error,
and waited for her to fix it.
She didn’t fix it.
She didn’t even respond to my email.
So I sent another email,
copying her boss.
The employee replied to me right away.
The next time,
she f*cks up
(and she WILL f*ck up
– we all do),
I won’t send the private email.
I’ll copy her boss immediately
and make a big freakin’ stink.
If you have hostile encounters
with your customers,
it is because you’ve trained them
to deal with you with hostility.