As this year’s holiday season is drawing to a close, I hope you will remember to thank your frontline staff. I encountered so many wonderful employees this year who were really under pressure and maintained their composure and friendliness during some trying circumstances. In one instance, a woman shopper was clearly upset over not receiving the coupon discounts she expected and really started to blast the employee (who was not the employee who forgot to apply the discount) and this employee handled her superbly! She acknowledged her emotions first “I can see you are very upset” and then she proceeded to help satisfy the concern, “let me see how I can correct this”. In a matter of 60 seconds, the woman had calmed down and actually started to smile and apologize to the employee.