I recalled the "law of the garbage truck" and applied it in practice a while ago as I was going to work. In my attempt to catch the subway, I was forced to overtake a car which was going extremely slowly.
Unfortunately, I got caught at the traffic light to make a left turn. Then I noticed that the guy I left behind had stopped right next to me, even though he had a green light, and he started yelling at me, saying "Why did you do that for?" He must have said it three times, as he seemed to be pretty upset. I didn't pay attention, remained calm (after all, I had somehow violated the law), smiled at him, and let him go.
"The law of the garbage truck" is a book that emerged from a personal experience of David Pollay, about 25 years ago. Let's see how he describes this story:
"One day I got into a taxi headed to the New York airport. Everything was going fine until suddenly a black car jumped in front of us from a parking space. The taxi driver stepped on the brakes, trying to avoid a collision, with the taxi skidding on the road and passing dangerously close to the other vehicle. To our surprise, the driver of the other car turned his head towards us and started yelling at us.
Then, the taxi driver smiled and waved at him. He was incredibly friendly and calm. I asked him with a puzzled tone how he could be so calm with someone who almost caused an accident and could have sent us to the hospital.
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The answer he gave me taught me what I now call "The law of garbage truck". He explained to me that most people operate as garbage trucks. They go around filled with garbage, anger, disappointment, rage. As the garbage piles up, these people feel the need to deposit it somewhere, and often they try to throw it at you. Don't take it personally. Just smile, wave at them, and continue on your way. Don't take their garbage, which you will carry and pass on to your family, colleagues, friends, or even strangers you randomly encounter.
Always remember that good people don't let garbage take over their lives. Life is too short to wake up in the morning with all that on your mind. Love the people who treat you right and forgive those who don't.
This story that David Pollay narrated is undoubtedly useful for all those who come into contact with customers (front-line employees), especially when facing a "difficult" customer (who may have had a bad day and be carrying a lot of garbage, e.g., quarreled with their partner, facing financial problems, dealing with health issues), who speaks badly (sometimes writes - or threatens to write - a bad review), or making personal attacks.
So don't take their garbage. Stay calm, don't "hit back," and if possible, find a solution to the problem (or just send them off to a competitor). It suggests responding to negativity with kindness, understanding, and forgiveness, rather than being harsh. By doing so, individuals can break the cycle of spreading negativity and promote a more positive and empathetic way of interacting with others.