The Value of Service

The Value of Service

This week Jet Blue Flight Attendant Steven Slater threw a fit, cussed out a passenger, then left via the aircrafts emergency slide, which he had just deployed.   He left beer in hand. 

This incident created quite the buzz online.  Some were calling him a hero, for standing up for the working man. 

I do not believe that Slater was standing up for the working man at all.  Because he forgot about the working men and woman present on the aircraft when he had his tantrum, deployed the slide, and exited with a beer. 

Even though Slater was reportedly stressed, and may by some accounts have been dealing with an unpleasant customer, the important thing for Slater, and everyone else in Customer Service to remember is: it is not about you, it is about your customers. 

Everyone in a customer facing role deserves respect.  That is true.  But customers deserve respect as well.  By acting worse than a cranky 2-year old, (how many cranky two year olds have you seen deploy the emergency slide) Slater forgot to respect all of the other people on the aircraft. 

The Slater incident, while extreme, shows us how far customer service has fallen over the past few years.  Not everywhere, but it does seem to be a disturbing trend.  Part of the issue is that we have become apathetic towards customer service. 

But there is hope.  There is something we can do about this.  As good customer still exists and can be found, we should learn to value good customer service when we receive it.  We should become repeat customers of those places that still offer it.  We should say “Thank you!” to those who actually help us and care.

By rewarding those who care, maybe we can start a new trend, a trend where people understand the value of customer service, which helps bring some joy to both the consumer and the customer service representative. 

On the flip side, we should not fear bad customer service.  There is nothing wrong with reporting bad service to a manager or supervisor, after all, they need this important feedback to help council their staff into becoming better at providing the customer with what they deserve. 

If the service is bad enough, do not fear finding another place to get the service you are looking for. 

Frequent those businesses that offer good service, and avoid the bad.  It is the path to a better trend, it will send a message that only good service will be tolerated, and it will reward those who provide good service. 

Editorial written by Bud Grant

0.00 avg. rating (0% score) - 0 votes

Leave a Reply

Your email address will not be published. Required fields are marked *

Join the Informer mailing list

Check your email and confirm the subscription