The next time you face a customer who has every right to be upset, say something like this: 'I don't blame you for feeling as you do. If I were you, I'd feel exactly the same way. What would you like for me to do?' These are magical, healing words, and you'll be surprised at how reasonable people become when they believe you are on their side.
Before you can kill a demon, you have to be able to say it's name. Names have power. While the word Alzheimer's terrorizes us, it has power over us. When we are prepared to discuss it aloud, we might have power over it. It's thought of as a mental illness and it is a physical illness, affecting the brain. There should be no shame in having it, yet people still don't talk about it