Learn, teach and reward stress management techniques. A Harris poll says that 90 percent of all Americans live in a state of chronic stress. Yikes. No wonder customers get treated so poorly. Make sure people understand the role they play in controlling their own stress. We don’t have control over every circumstance; we do have control of how we perceive them. Take a deep breath, count to 10, walk away (physically or mentally) when you have to and call a “time-out.” Short circuit stress on the way in. Learn it and teach it. Reinforce it. “Bob, I noticed how well you reacted with that angry customer yesterday, I was glad to see you take a deep breath and not react defensively — good job — you saved a valuable customer, and your own health as well. I’m proud to have you on the team.”