Eddie had been sold the wrong car park twice and was sick of having to go back into the store. When he got there, Daniel met him and Eddie ranted at him about everyone being incompetent. Daniel took a deep breath, pause for a second, and then looked Eddie in the eye and smiled. Daniel said, well, Eddie, you're in luck because they discontinued our in competency training sessions before I started working here, so I'm sure we can get it right. Daniel smile and joke made me smile for a second and then clarified what part he needed that day. And he was receptive to Daniel's advice, and he ended up getting the right part.