What we can Learn from Bus Drivers about De-Escalating Crises

I’m a fan of learning from fields outside support, including road maintenance and my perennial favorite, healthcare, so I was intrigued when I heard a wise bus driver describe how he handles difficult passengers–and found plenty for us to use with escalated customers.

• Start on a positive note. A cheerful “Welcome aboard” positions Dan the driver as a friend (even with a mask that hides his smile).
• Empathize  with their problems. It does not mean you agree, just that you see their perspective.
• Leave them a way out. On a bus, leave the door open (and never touch them physically). Support doors are more abstract, but give the customer a way to save face.
• Remove the audience. It’s easier to handle the problem if you don’t have gawkers.
• Let go of the idea of being right.  Dan Christensen, now my favorite bus driver, quotes Rumi, “Out beyond ideas of wrongdoing and rightdoing, there is a field. I’ll meet you there.”
• Be a goldfish (a great Ted Lasso quote).  Leave the bad experiences behind and don’t let them haunt you.

What are some of your techniques with escalated customers?