Black Friday is renowned for being three things. The day after Thanksgiving, the day of extreme discounts, and the day for a free for all war between customers. Black Friday stories often revolve around extreme violence, people fighting over the most enticing television sale. Even viral YouTube videos surface to highlight a horde of people trampling over each other to get products before they sell out.

Even though Black Friday may seem like an overcrowded fight-to-the-death ring match for customers, half the experience is shared by the retail employees having to work the day’s shift. Brandon Williams is a current local Target employee who recounts his experience as a worker during the holidays.

“During peak seasons between Halloween and New Year’s, everyone is more ancy,” says Williams. During the peak season, the quantity of customers skyrockets but the quality of the experience takes a fall. Sometimes, customers can just lash out at customers. The sheer amount of customers and verbal abuse is kind of nerve-racking for new retail employees who’ve never worked holidays before. “One time there was a customer who tore into this other cashier and telling her all these horrible names.” Williams remarks that most altercations in stores have been verbal, and he’s only had to break up a customer tug of war once during Black Friday. In fact, most stores, like Walmart for example, keep their doors open for 24 hours during the event to eliminate doorbusting which leads to customer trampling and fights.

Even though retail seems like a constant nightmare, Williams actually recommends a retail jobs for people, especially young adults.

“It’s not all about the money, you learn a lot about character.” Says Williams. “I learned a lot about conflict resolution because of retail.” Williams says you will learn three things about dealing with customers while employed at big box retail companies. One, treat everyone with kindness regardless of how they treat you; two, nothing in the building will kill you and so it’s not worth fighting over; and three, the outcome of each situation is the outcome of how you view it.

While resolving disputes, Williams says it’s important to “go in with an open mind.” Usually, people are rude to others because at some point, someone was rude to them. All it takes is for someone to brighten their day up and show them they don’t have to act mean.

“Treat others how you like to be treated,” Williams recalls the famous line which is more important than ever in retail. “I’m going to be nice to people regardless of how they treat me.”

In the end, being able to talk to people and de-escalate situations is a valuable skill in life. Next time in the heat of Black Friday, as a customer, just remember employees can be stretched a little thin. As a worker, dealing with a situation with kindness first is always the better way. And if that one rowdy customer still won’t listen to reason, calling the police is always an option!