We all know someone who is always angry and doing business with them is not a lot of fun. If you're doing business angry, ultimately it will cost you. Of course we are all under a lot of pressure these days, but we need to deal with the issues that cause us to be angry as opposed to simply reacting to them.
I've had sales people who are angry because they aren't getting sales, who then got angry with me because I wasn't buying. I've had invoices issued when the person was clearly having a bad day and they've been very heavy handed with their billing out of frustration from someone else not paying. I've seen presenters in a bad mood telling off an audience. And of course the list goes on.
Let's be honest - we all get a big grumpy from time to time. And sure, lots of people get downright angry. But most of the time they tend to take out their frustration on the wrong person. Instead of confronting the person or the situation that has made them angry (or even better, letting it go all together) they tend to lash out at those around them who did nothing.
I remember talking to a lawyer who said that he got so frustrated with slow paying clients that when he was invoicing he automatically put himself into a rage and charged for every second of time and then some. Change your policies and procedures, hold a credit card on file for minimum fees, charge up front, do whatever it takes but don't take your anger and frustration out on those customers that do the right thing.
I think there are a couple of morals to this story. The first is that if someone is making you angry in the daily course of doing business there are probably some significant issues in the relationship and surely you would have to ask if that customer is worth having?
Secondly, if, for whatever reason you are getting frustrated by a behavior from some of your clients, perhaps deal with them as opposed to taking out your anger and frustration on everyone else, especially those great customers who are the backbone of your business.
Finally, if you really are finding yourself getting angrier in the day-to-day course of business, perhaps it's time to step back and reflect a little to figure out what is really going on. You might not think anyone else has noticed your new behavior, but I guarantee that they have.
People don't like doing business with angry people - if you don't do something about it, ultimately you will pay the price.