学进去

As a businesswoman, I care deeply about my customers. But like anyone for whom you feel affection, _______ can also drive you mad. They’ll come rushing in, _______their handbag’s been stolen. They’ll _______ that they left it in the changing room, create havoe (混乱) and then _______ it had been in their car all the time. They’ll have out half the _______ in the shop, and want the only style you don’t have left in a _______ colour. I do know how upset the shop staff can get, but I try to persuade them to keep _______.

I remember the first really _______ customer we had at Covent Garden. She was _______ absolutely everything, nothing was right and I was rather ________ that she became a “regular”. After a while, she ________ for the way she behaved at the beginning. She had split up with her husband the week before, was living in a flat ________, and since she’d found it too much to cope with (应对), she’d taken it out on ________ people.

That taught me a valuable ________ and I pass it on to the people who ________ in the market. Don’t take it ________. If a customer is rude or difficult, just think “Maybe she’s had a row with her husband. Maybe her child’s not ________.” Always water it down and don’t let your ego (自我) get ________. If you do, you won’t be able to ________ it and the whole thing develops into an unpleasant scene and that ________ everyone’s day.