The Brain’s Response to Repetition and Frustration. Should You Change It?

A customer enters the bank office and approaches the reception desk.

Customer: "Ma'am, my bank manager told me that I have a parcel waiting for me at the Kamal Nagar branch."

Receptionist: "Sir, this is not the Kamal Nagar branch. You need to cross the road, head towards the gas station, and take a left. The branch is inside that colony."

The receptionist turns back to her screen. The customer, still standing there, looks at his phone, puzzled.

Customer: "Ma'am, but Google Maps is showing this location."

The receptionist remains silent. The customer, feeling uncertain, leans towards her desk and softly speaks.

Customer: "Ma'am."

She turns slightly towards the man and puts her elbows on the table.

Receptionist: "Sir, I already told you. This isn't the Kamal Nagar branch. It's across the road."

She raises her hand and points in the direction of the entrance which is also the direction for the other branch.

Customer: "Okay, ma'am."

He hesitates, lacking the courage to ask more questions, and begins to walk away. However, he stops, turns back, and returns to the reception desk.

Receptionist: "Yes, sir?" she asks, exhaling with slight exasperation.

Customer: "Can you please repeat the directions to the branch?"

The customer can't understand why the receptionist seems irritated. It's clear she deals with this question from many customers every day. She likely knows the directions to the Kamal Nagar branch better than her own home. Yet, she doesn't grasp that each customer is asking for the first time, and she responds in the most familiar way to her.

The response pathway in her brain has been reinforced by repetition, providing immediate relief from constant questioning, allowing her to focus on her primary tasks. What other options does she have?

They could try humor:

"You also got bummed by Google Maps? You're the fifth person today."

They could delegate:

"The guard outside can help you with that."

They could remain neutral with some patience:

"Sir, this isn't the branch you're looking for. Google Maps is incorrect. The branch is at this location."

She could show him a printed map for the directions.

People naturally have different tendencies which can be genetic or learned (through observations or experiences), but that doesn't mean they can't change their approach.

Change often begins when we're dissatisfied with our current methods, prompting us to adapt. Sometimes, we are forced to change because someone else is not satisfied with our approach. I always prefer changes that make my experiences more positive, though there are times when I too am compelled to change.

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