Photo from Flickr by C.C. Chapman.

One thing you will learn about me by subscribing to this blog is I have had many jobs in my life. I love sharing stories about them, like fending off jerks at gas stations. I have also worked at many bars and restaurants over the years. This story is about a lesson I learned as a server that you can apply to your business. 

I once worked for a restaurant/folk bar / Jewish buffet/club in Toronto called Free Times Café (still going strong). Like many restaurants and bars in T.O., this one is in an old home. It is decorated with funky lamps and mismatched tables and chairs. It has a cool, eclectic, artsy vibe. 

Nights for me were filled with folk music and serving beer; Sundays had live Klezmer bands and enough latkes and blintzes to make anyone cry, "Oy!". I also had busy weekday lunches, serving neighboring office workers and college students. At Free Times, I learned the secret power of a free slice of pie. 

The Secret Power of a Free Slice of Pie

One weekday, I was serving a table of four women over lunch. One of the women was annoyed because her meal came out much later than the other three. The kitchen was backed up, a mistake was made with her order, and she had to wait and eat after her friends had dug into their dishes. 

As a server, you have only a few things to get right to serve people. Getting the orders correct and high-quality is essential to ensuring customers are happy. In addition, smiling and remembering names always helps. Going that extra mile in any way possible will ensure a nice tip. 

The hungry woman was angry about the situation. I couldn't blame her. There she sat, salivating, as her colleagues pigged out. I knew the secret to making everything good again - the pie. 

We usually had two different cakes or pies each day of the week. The server's job was to pretty up the plate and up-sell them to customers. A slice of pie already looks nice, but add a little syrup, whipping cream, and a dusting of cinnamon or chocolate powder, and boom! That's a fine-looking dish. 

One dollar earned us a lifelong customer.

After clearing the woman's plate, I delivered a delicious-looking pie plate. I apologized for the mix-up in the kitchen and exclaimed dessert was on me. Her anger changed to joy as her eyes lit up in elated delight. Her companions all burst out with a supportive laugh. All was good in the world again. The event made the lunch a positive and memorable experience. 

Not only did the lady leave happy, but she returned several times each month for lunch with friends. One of her colleagues returned for lunch soon after. She sheepishly admitted she had hoped I would mess up her order so she could get the free pie, too. 

One free slice of pie cost the house less about a buck. One dollar earned us a lifelong customer. I would say it was worth every cent.

What can you offer your disgruntled customers to make things great again? It probably won't cost you as much as you think. 

No, this is not me. 

When I was fifteen, I worked for a full-service gas station and auto repair shop. I know what you're thinking (unless you're in New Jersey or Oregon), "what is a full-service gas station?" Yes, there was a time when a smiling gas jockey would greet your car and fill up your gas. You didn't even need to step out of your vehicle.

Most customers were nice, many even tipped me. One day, a guy in his early 30s pulled up in a Porche with more attitude than his car. He rudely told me to fill it up, check the tires, check the oil and levels, and "clean my windows, kid". I did all of the above and returned to his window when the gas stopped filling. 

I politely asked him for the total amount due. He glanced at his window shield and grunted, "You missed a spot." I sighed and grabbed the squeegee to do his entire window again. When I returned to the customer he told me to clean his headlights. It was obvious he was on a power trip, and I could do nothing but oblige him. I grabbed the squeegee and wiped down his headlights. 

He didn't say a word as he paid me for the gas. He didn't thank me, he didn't even look at me. Then he screeched off the lot into the night. 

I returned to the office and was clearly angry. My boss, Ed, noticed my sudden mood change. When he asked me what happened, I explained the guy was a jerk. He just smiled and sat me down.

Ed gave me some of the best customer service advice I have ever received. This is something I've used in many jobs over the years. When someone is clearly trying to antagonize you, act happy. The worse they get, the happier you get. 

I took Ed's advice on a future customer who was attempting to piss me off. Each time the customer was rude to me, I was friendlier to him. To the point that he was exasperated from trying to get a rise out of me. It was hilarious because I was completely over-the-top friendly - my smile was ridiculously wide.

The results will leave you laughing. 

When I returned to the office, I was laughing out loud. The jackass didn't get me in a bad mood, far from it. I was in an even better mood than before dealing with him, because I won. He couldn't have complained about me being too nice! 

Try this the next time someone is obviously trying to get you annoyed. Smile, act happy, agree with everything he says to you. The results will leave you laughing.