I had occasion to be with two women who work closely with the public. One, a hairstylist, the other is in guest services for a major hotel.

I asked how soon each was able to identify if a customer is going to be a difficult customer, high maintenance, or easy going. 

“They tell on themselves,” said the hairstylist without taking a moment to think, “as soon as you open your mouth to welcome them they start with the demands, and you are wrong before you even start.” 

“I can tell by how they walk in through the doors,” said the hotel employee, “and the first thing they do is tell you they booked online and they booked luxury. And now they want to upgrade this and upgrade that. I can see the booking. I know they are not truthful.”

“Easy going people are easy to see. They ask my opinion and really listen when I tell them what I can do. And they laugh a lot,” said the hairdresser.    

“When someone comes to check into the hotel and they are not pushing, and I don’t mean by what they say. Difficult people push, push with attitude. Easy people are nice to help. They are not trying to get something all the time.”