Anger is the strongest emotion. Why do I say that? Think about it. We can be having a perfectly good time and something can happen to instill anger. What happens? We forget all about the good time we’re having and can become possessed by anger.

Look at how many wedding receptions, family gatherings and other normally joyous occasions are ruined by the eruption of sudden angry words or deeds. We can be watching T.V. or having grand time at a family dinner; when someone becomes angry everything changes for the worse.

We can be deeply in love with someone, but when we get into an argument, all that love can fly out the window and we can become consumed in anger.

When we’re overcome with anger, all thoughts of love, peace and well-being seem to vanish. Where do they go?

The answer is, they’re still there, they’re just overshadowed by the stronger emotion, anger.

Think about it. I don’t have any science or technology to back this up; it’s just my personal opinion, but knowing that, even when we’re angry, our "positive" emotions are still there, they’re just overshadowed by an "artificial" emotion, anger, leads me to believe that peacefulness and well-being are our natural emotional state.

So, the next time you’re overcome with anger, realize that anger is an "artificial" state and that your natural state is peacefulness, and you might settle down a bit.

Don’t ever allow anger or frustration to wreck your day or spoil a good time.

Think of it this way: anger is not a "thing." You can’t touch it. It exists only in your mind.

Just as the laws of physics state that no thing can be in two spaces at the same time and no two things can occupy the same space at the same time, you can’t have two thoughts at the same exact time. So, the next time you feel a rage coming on, try substitution. Think of something positive. Think of a call that went well. Remember all the gratitude you’ve received from other customers. Think of how happy you’ll be when you complete the call and get away from that customer, and how you’ll laugh about it later. Think of all the funny stories our customers give us to share with our friends, families and associates.

We all run calls that get started off on the wrong foot. Sometimes a customer takes an instant dislike to us, for no reason. In the past, when that happened, I’d spend the remainder of the call sulking, which is immature and never went over well.

Here’s what I do now. I go out to the truck or somewhere else just to get away from the customer for about twenty seconds. I then close my eyes and say to myself, with conviction, "I’m not going to allow anything that has already transpired on this call to have any effect on the outcome of this call." Then, just to make sure it takes, I repeat it to myself again. I then go about my business as usual.

You won’t believe the difference that little twenty seconds makes! Sometimes I’ll turn the corner and, when I see the customer again, for no reason, it’s a whole new ball game and they’re pleasant. Why? Nothing has changed, except my own mind!

I used to have this great minister who used to say, "It’s not what’s happening around me that’s important and it’s not what’s happening to me that’s important. It’s what’s happening IN me that’s important."

Most people in a selling situation become rattled when a customer becomes emotional. A good salesperson does not. A good salesperson knows that, once the emotions start coming out, we’re going to see some action.

One of our industry’s greatest salesman and sales trainers, Mr. Tom McCart says, "Logic provokes thought, emotion produces action." That’s exactly why a good salesperson always tries to get the customer emotionally involved in the decision-making process.

Which customer is more difficult to get through to, someone showing a little emotion or someone who is totally apathetic and disinterested in what you’re saying?

Assuming you’ve done nothing intentionally to provoke them, why would a customer become angry over nothing, except maybe the price? Maybe it’s because they know they’re going to buy and they’re angry at having to spend their hard earned money!

Now, don’t go around ticking people off on purpose, but when the customer starts to show emotion, even "negative" emotion, don’t become rattled. Never let them see you sweat. Their emotions are their problems, not yours. Don’t let them become yours. Don’t copy them or your anger will feed theirs.

Look at traffic cops. They get chewed out several times a day, but they always seem very calm about the entire situation. My guess is it’s because they, like you now, know that other people’s emotions are their problems, not yours.