Some of them are just being cranky. They probably should be scolded.
One of them, however, just finished her first weak of chemo (an intentional typo). One of them found out he was losing his job the day he came back to work after his dad’s funeral, two days before another funeral. One of them has a world that seems to be collapsing on every front. One of them found out her grandson died suddenly. One of them is fighting depression and winning, but life feels very stretched out.
I know. We have every right to expect excellent service. After all, we’re paying for it (unless, of course, it’s free). We have every right to expect people to deliver on their promises, to be consistent, to be perfect, to deliver.
We have every responsibility to expect people to be people.