Nicole, sometimes when some complainer is wheezing and moaning I take a long look and listen to them and my ESP kicks in and I KNOW!
They have never successfully done anything in their entire time on this world!
(Or maybe nobody has ever told them they were worth a salt?)
I try real hard to replace anger with pity...they hear it in my words, see it in my look and then they either feel bad for being so nasty or they might feel really lower than whale feces for what they just tried to bring me down to, or they take this as compassion and run with it, I give them a little kiss , wipe their forehead with a urine-soaked rag , give them a hug then push them away!
They are so confused they can barely walk!
Never respond "In-Kind" if you can master it, it keeps them really off of their game.