When you label people, even in your head, you are setting up your experience with them even before you start. When I say these labels what do you think:
1. A real jerk
2. A valley girl
3. A little ol Bingo lady
4. A grumpy ol man
5. A gym jock
Even though you haven’t met the people above, you already have an attitude about them, correct? The same is true when dealing with your coworkers and customers. Do you label them even in your head? The clueless wonder, the retired in place, the drama king/queen, etc? When you call customers names or use phrases with negative connotations or sarcasms to refer to customers or co workers, you are contributing to an attitude that this person is bad. This affects how you work with them and communicate with them. So, before you blame that cranky customer or uncooperative coworker, ask yourself if you are adding to the problem.
Reference: The Customer Communicator