I like Pete's creativity. A window company I worked for set us very sketchy appointments which often led to bad reactions when we arrived. You would often get "porched" if you didn't think fast on your feet. The top salesman had an interesting routine to handle this. If he encountered anger, he would lay flat on the ground and say, "go ahead kick me, get it out of your system". It would disarm the people. They would laugh and say, "oh alright, come on in." He said it worked every time.