You'll find tough customers in any industry, and sooner or later, you're going to have angry customers. We all know them – the grumps. These are people who feel their needs should be prioritized above all others. They have trouble containing their emotions, are usually stubborn, and are likely to start ranting. Sometimes grumps will even cause a scene, so with these types, your job is to take control of the situation and start offering solutions. Dealing with a grump is a several step process and that's what we'll cover here.