Paraphrase the thought – validate the heart. Let people know you heard them, then let them know you understand. Apologize where appropriate. Focus on moving forward, keeping courtesy and respect top of mind. Realize that the public may not be pro-government. But that was before they dealt with you. Be a problem solver and tell people what you can do, not what you can’t do. Don’t throw your agency or administration under the bus. Take the high road. Focus forward. Validate the frustrations of the public as they deal with the tediously slow wheels of government. Tell them you empathize with them and will stay on top of it until you get to a resolution; be service focused. Figure out where you can surprise and delight your clients and deliver it as often you can.