Enthusiasm and contempt are both self-fulfilling
Someone who shows up with enthusiasm made a decision before she even encountered what was going on. The same thing is true for the guy who scowls with contempt before the customer opens his mouth.
It's a choice.
This choice is contagious.
This choice changes what will happen next.
This choice is at the heart of what it takes to be successful at making change or performing a service.
More than you imagine, we get what we expect.