HEAT

Sometimes I forget that other people use slogans and sayings and acronyms to remind them of how to behave in various situations.  My wife was talking about complaining clients.  She's the CEO of a large health care organization and she tells her managers to use HEAT when dealing with complaints.  Hear, Empathize, Apologize and Take action.  I thought that was pretty useful.  I don't know whether I can do it all the time when people start complaining to me but there is no reason not to try.

There is a lot to learn from the world outside of A.A.  I want to be open to all of these experiences and suggestions.