Matching, Pacing and Rhythm
Wednesday, January 3rd, 2007Last week I went to pay some bills online. I looked at my account and realized there were charges listed that I had never made. I called the bank immediately. I went to the bank 10 business days later, and I still did not have a functioning ATM card, which meant, to get cash, I had to wait in a long, long line at the bank for a teller. Twenty minutes later, by the time I got to the head of the line, I was seriously annoyed. I expressed my annoyance to the teller. Her response? “Calm down, Ma’am.” Do you think this response calmed me down?
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