In 1997 I had been living in Switzerland for several months when I needed to take a plane trip. In those two months I had been subjected to some of the worst customer service I had ever seen. I just didn’t get Swiss people at all and I was getting frustrated. (spoiler alert: I get along fine with most Swiss now, but there is technique involved).

Anyway, I had reserved the ticket online, specifying that I would pay for it in cash. When I got to the SwissAir (remember them?) counter, I handed over my credit card. The clerk told me no, I had to pay in cash. WTF? I tried to argue, but to no avail. That’s when I snapped (and/or became truly Swiss, you decide).

“So I need to go down that corridor, down two floors, walk 300 meters to the train station, take 1200 francs out of the Credit Suisse ATM, bring it back here, and stand in line again?”

“Yes”.

“Okay,” I said. And just stood there. No expression on my face. Just stood there. With people piling up behind me. Stood there.

Her face squinched up. She started typing. Thirty seconds later I had my boarding pass. I floated onto the plane.

Here’s the thing about Switzerland. If a Swiss person takes responsibility for something, it’s going to happen. Period. As a consequence some people work very hard to avoid taking responsibility in the first place. Arguing, getting mad, yelling strengthen this avoidance. As does any show of weakness or pleading. Silence gives that sense of responsibility time to work.