If the ice-packs of the Arctic represented all of the stupidity and carelessness in the world, and if the surrounding ocean were symbolic of the customer service industry… it wouldn’t be much of a stretch to see how the melting of that ice is certainly diluting the ocean to a standard of quality that’s hardly tolerable for the average restaurant patron, hotel guest, or traveler. It’s much worse than it used to be. It seems like nobody really has any pride in the work they do as a waiter, bartender, flight attendant, etc. These days, I’m happy if I have one that speaks English; let alone one who strives to do their job quickly and efficiently.
Recently, I saw an exception to this declining state of awareness. She was a bright shining star of a gate agent in the city of
The gate agent explained to him that she was looking at the connection he was scheduled to make and she felt that there was no way he’d make it. “You see,” she explained, “The incoming aircraft that you’ll need to board has 42 disabled passengers on it and if you wait for them to de-plane, you will definitely be late to your connection.” He was impressed, even though one wonders just where a plane would have to go to load up 42 different physically disabled passengers. Perhaps the plane was leaving from a retirement home in Florida? I’m digressing again…
So… she re-routed him! No charge, just out of courtesy or from a personal desire to do her job to the best of her ability! Imagine that, someone in the airline industry who cares!
Why am I telling you this story? To inspire and give hope! There are, indeed, folks out there who are trying their best to get you through security, get your butt into a decent seat, and to get you to “the church on time.” When you find one of these rare birds, make sure to give them a decent tip, compliment, or letter to their manager to make their actions known and appreciated!
EXTRA: If you have questions for Ken regarding business travel, hotels, airplanes, etc, please send an email! Your questions will be recorded and Ken will answer the best ones in his Ask the Expert podcast show.