Noah Goldstein

Some research by Rick van Baaren tested the idea that food servers who match their customers’ verbalizations after receiving the order will increase their tip size. No paraphrasing, no nodding, no “okays”—just repeating back word for word the customer’s

social psychologists Tanya Chartrand and John Bargh argue that matching the behavior of others creates feelings of liking and strengthens bonds between two people

I’m sorry you’re upset,” came the reply from the customer service operator.

“I’m not upset, I’m angry,” replied the customer in an increasingly loud voice.

“Yes, I can hear that you are disturbed.”

“Disturbed? Disturbed? I am not disturbed, I am angry,” shouted the customer.

The conversation quickly spiraled into a battle of wills with the customer becoming increasingly angry at the customer service agent’s reluctance to acknowledge the fact that she was angry. The simple repetition of the customer’s own words might have led to a different outcome