I smile too much at work maybe. But then my colleagues wonder why they're always getting the arsehole customers and I've never had one. I manage to get a customer coming to me saying how annoyed they are by the fact that the DVD is scratched and that it's been the 5th one in a row that hasn't worked and manage to have them leaving thanking me for their custom. There's been a few times I've had to put my foot down and refuse service or ask kids to leave, and that's usually with a smile, too..