“Don’t you know who I am?”
“I know more about this job than you.”
“This better be good because I’m an aficionado!”

This attitude comes with finger snapping. It says, without saying, “I’m better than you, and I’m not going to let you forget it.” The emotional trigger that the High and Mighty elicits is shame and intimidation. But to be so belittled quickly causes anger, and it can trigger competition and/or even sabotage. It may lead to the thought of “I’ll show you!” In such a scenario, orders seem to get misplaced, diners end up at tables right by the kitchen door, and hotel guests get placed in the room right next to the ice machine.

“Can you do this for me, yes or no?”
“Tell me exactly when I can expect the answer.”
“What do you mean you’ll do your best? Either you can or you can’t.”

It is all cut-to-the-chase; no schmoozing here! The emotional trigger that the Bottom-Liner elicits is hurt and defensiveness. It often leads to thoughts such as “Well, if you talk to me like that, then I can talk right back at you the same way.” It usually results in a brief but negative response that has very little to do with quality service delivery.

“Huh?”
“Are you sure you can do this?”
“If I go outside and it is raining, will I get wet?”
(I was actually asked this question.)

The emotional trigger that the Clueless elicits is irritation. It brings to mind thoughts of “Why should I even bother explaining anything to this person? "He or she won’t understand it anyway.” It often leads to outright dismissal of the individual who is supposed to be served.

“Why does something always go wrong here?”
“Nothing ever works out for me!”
“My whole trip has been like this, one disaster after another.”

The Imprisoned are the people who are so imprisoned by their own misery that their only purpose in life seems to be to make other people miserable. The negative emotion that the Imprisoned elicits is frustration. It can quickly lead to the thought, “If you hate doing business here so much, why don’t you take it elsewhere?” Such an attitude prevents us from seeing the true agenda, and makes it difficult to really serve people in a way that meets their needs.