Thought I would share something that we have been doing. We had been having a lot of difficult customers and my employees were having a hard time dealing with them. We had a meeting and one of my guys said damn they just need a lollipop. Well, I got some and it really has helped. They give the people complaining a pop - hey thanks. Tell them to quit doing something they shouldn't be doing and they bitch about it..give them a pop. Someone does something nice - give them a pop. My employees have enjoyed doing this and hopefully my customers have enjoyed it to. It was the weirdest suggestion but it seems to be working pretty good.