I had to get all German Shepherd on a customer today. He came in ranting and raving, demanding that we comp his lost 10 mintues from a machinery foul-up. He came in shouting for a manager. I was the only one who got up and came out of my office at first. He leaned over the counter, trying to hand me his token, and with an angry glare and shaking with rage said/shouted, "You will validate this now!!"
My inner German Shepherd, ever on-guard against intruders, pointed my left index finger at him and said very forcefully, "You do not speak to me that way!"
Then, when he stepped back, immediately cowed, I pointed again for emphasis, and said, very sternly, "NO!" Chastising him like a lesser dog.
I then told him we could calmly discuss the situation and try to figure out what happened. He started to explain, much more mildly, but at that point, the facilities manager, R, came into the discussion and refused to comp him for the inconvenience. Apparently that guy has done this more than once. I left as soon as R appeared. I'm always happy to hand over the annoying ones.
He came back later wanted to talk to that "rude manager", R again. (R really wasn't rude. He just blandly refused to validate. He also again refused to validate the second time.) The guy very much did not want to talk to me again, apparently, as he wanted to rehash with everyone but me. I wasn't surprised. I could see it in his eyes when I shut his tirade down. I shocked and intimidated the hell out of him.
Bullies infuriate me...messing with my smooth-sailing day. Take your entitlement elsewhere, asshole.
There was a time in the not too distant past, where I would have felt badly about not remaining calm and taking the dude's abuse. But my boundaries are firmly in place at last. I wasn't rude (very) to him, but I set out the parameters of any further interaction very clearly.
I'm proud of the work I've done, and thrilled to see that I can add subduing man-children to my list of skills.