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I speak to people to find out - we all have bad days and while it shouldn't be taken to work, we are human. Perhaps a better way of dealing with it would have been to speak with him directly at the time.
I had a similar experience with someone - attitude and acted as if I did something wrong. I simply asked 'Did I do something to make you upset?' and she responded with a 'No', but still appeared upset.. so I followed up with 'Are you certain? Your demeanor towards me seems to tell me otherwise..' after which she said that she had another customer who was an ass, assured me that it wasn't me and then proceeded to apologize and she was like a new person.
We all have bad days.. and you can be guaranteed that some BMW owners who come in for service are jackasses who think they are better than others.
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