“This is the part where you apologize to me,” I said, getting angry. “You guys screwed up and this is where you make me feel better about it.” I like to use this tactic on people. It can work. When someone is being rude, abusing their power, or not respecting you, just call them out in a really obvious way. Say, “I can’t understand why you are being rude because you are the concierge and this is the part of the evening where the concierge helps me.” Act like they are an actor who has forgotten what part they are playing. It brings the attention back to them and gives you a minute to calm down so you don’t do something silly like burst into tears or break their stupid fucking glasses.”