All service encounters that occur between frontline personnel and customers are not harmonious. Frontline personnel sometimes also need to handle deviant or even threatening customers. Based on interviews with personnel at Gekås Ullared a range of different types of customer misbehavior and tactics among personnel to handle these misbehaviors were found. The results also show that personnel use a number of different tactics before, during and after acts of customer misbehavior. Examples of tactics used are: (before) observing potential misbehavior in checkout lanes; (during) suggesting solutions to customers; (after) sharing experiences with colleagues.