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1. _{Acknowledge the problem. Allow the customer to vent by explaining the situation and then clarify your understanding of it by paraphrasing. Be sure to take notes of your discussion for future reference. By acknowledging the concern and showing empathy, the customer will begin to feel better about it and may become somewhat flexible as to how and when you resolve the concern. A sympathetic attitude to a real or imaginary product or service failure cannot be overemphasized. A 10-minute phone call to determine the facts and the seriousness of the problem may be a valuable investment, possibly saving you hours of unnecessary running around. Work smart, not hard.}

2. _{Suggest another time. Tell the customer that your day is full with appointments and commitments and ask if first thing tomorrow morning would be okay to get together. Your business and time are just as important and legitimate as that of your customer. You are equals. In the majority of cases, your customer will appreciate your schedule and agree to meet with you the next day. Too often we assume that we must respond immediately, but by following these steps you will save yourself valuable time. Sometimes, however, the customer may be insistent that you respond immediately, in which case you must act accordingly.}

_{Another good tactic is to start building flexibility into your day. By this I mean schedule your day to allow for "poop happens." Allow time between appointments or activities to deal with interruptions that are sure to occur. Interruptions and problems are a natural component of everybody's day so don't ignore the fact that they happen, and plan accordingly. Don't try to pack too much into one day by scheduling consecutive appointments and meetings. Plan what you can reasonably expect to get accomplished that day and allow time to deal with inevitable interruptions. I suggest that you let the 60/40 rule be your guide; don't plan more than 60% of your day. The remaining 40% is reserved to deal with unforeseen yet inevitable interruptions. It also helps prevent the list-layover syndrome where we put unfinished to-do items onto tomorrow's schedule. If your workday is ten hours, don't plan for more than six hours. Once again, if you pack too much into a day, you will surely have to make rigorous cuts, deal with unfinished tasks, and wrestle with unnecessary stress. Remember, one of the aspects of a SMART goal is "attainable." Make your daily activities attainable.}