Rude Efficiency Loses Customers

I've been on the road this week. My customer service experiences - the good, the bad and the ugly - are the inspiration for this blog. Read on for my story and a reminder of some basic customer service lessons for any business competing for customers.

The Good...

Last Saturday, my husband and I flew from LAX to Chicago on United Airlines with our 10-month-old son. It was a 6 AM flight and we woke up at 3 AM. Surprisingly, everything went smoothly.

The airport shuttle driver at Park Air Express was wide awake, friendly and helpful. We pulled into the parking garage and struggled to figure out the most convenient place to park - with about six bags, a stroller and a baby. Seeing us looking around, the lot attendant approached our car with a smile and asked if we needed help. He helped us into the shuttle, smiled and talked to our son as we loaded our bags, and got us to the airport right away. It was actually pleasant.

The Bad...

At the airport, we expected the usual long line at United's check-in, but we were happy to see about 30 self-service kiosks open. Better yet, a United employee with a portable microphone was directing traffic.

"What a great idea!" I said when I saw how quickly the line was moving. (One of my pet peeves is seeing open check-in kiosks at a busy airport and a long line of oblivious passengers waiting. I've often taken matters into my own hands and directed people to the open stations myself, since the airlines never seemed to care or notice.) I was so excited to see an airline being innovative and efficient (so early in the morning yet), I told my husband that I wanted to write a positive feedback letter to United.

My love affair with the airline was short lived.

We quickly realized why the line was moving so quickly. The United employee on the microphone was barking orders like a drill sergeant - albeit efficiently - to the harried passengers. No one dared disobey. Here are a few examples of what she blared over the microphone, for the whole room to hear:

• When someone in line didn't jump when she told them to move, she quipped, "HELLO?!" in an annoyed tone.

• When another person wasnt moving fast enough, she demanded, "Did you HEAR me?!!

• Another poor victim of Miss Biting Tongue was confused about which direction to go for the open kiosk. That passenger received a swift: "I said right! Go to the RIGHT!"

• To top it off, she kept referring to the long line of waiting passengers as "people". As in, "Keep it moving, people!"

I'd like to say that was the worst of our LAX experience. But it went downhill from there.

The Ugly...

As anyone who travels with a baby, a laptop and carry-ons knows, checking through airport security can be a daunting task filled with obstacles. Think - take baby out of stroller, remove laptop from rolling case and padded sleeve, fold up clunky baby stroller, place stroller on conveyor belt (with baby in your arms), put laptop in its own bin, take shoes off and put them in a bin (again with baby in tow)...you get the picture. I'm not making excuses or complaining, just painting the picture of me at airport security at 5:00 am on a Saturday. (Did I mention the long line of people watching impatiently as my husband and I struggled?)

Here comes the "ugly":

• As we approached the security gate, the agent yelled at the waiting line, "This is a metal detector. It detects METAL!" He wasn't being funny. His tone and expression were saying, "You passengers are idiots and I'm smarter than you."

• We were carrying a sippy cup with water for our baby. The TSA website says that you're allowed to bring supplies for your baby through security - and anyone with a baby knows you have to keep little ones hydrated. When we got to the front of the line, however, the agent told my husband that the sippy cup wasn't allowed. Rather than argue or hold up the line, my husband offered to drink the little bit of water in the sippy. The agent said, "No - you're not allowed to drink it." (Huh?) My husband had to leave the line to empty the sippy cup into a water fountain (holding up the line of course).

• In all of the commotion, I accidentally took out my driver's license instead of my boarding passes to show the TSA agent. The boarding passes for my son and I were in my purse, which had just gone through the x-ray scanner. I felt embarassed - especially since I've often impatiently glared at fellow passengers who've held up security lines because they've forgotten boarding passes. I pleaded to the TSA agent, "I'm so sorry, I left my boarding passes in my purse." Without even looking at me, he barked to the rest of the line, "BOARDING PASSES PEOPLE! We need your BOARDING PASSES!" I felt like a little kid being scolded.

• I got my boarding passes and thought I was home free. My baby and I walked through the security gate. But alas, the humiliation didn't end there. I didn't realize that our stroller had gotten stuck on the conveyor belt and hadn't gone through the scanning machine. The TSA agent scolded me: "Ma'am, go back. It's not my job to push your items through the machine." I took the walk of shame back through the x-ray machine, baby in tow, and pushed the stroller back on the conveyor belt. The woman behind be, in a sympathetic voice, whispered, "I'm sorry. I told the agent I was happy to do that for you. They wouldn't let me." (I'm sure she was whispering so she wouldn't be heard and hung by the TSA for treason.)

It was obvious that the TSA agent wanted to make me an example. "See this woman and her shame. Don't be like her and hold up the line! If you don't want to be publicly humiliated in front of a crowd of fellow passengers...follow my rules!"

Now I admit, I wasn't at my best in that security line. I fly several weeks a year for business, so I'm not a novice traveler. I know what to do at a security line. I was a bit frazzled, but certainly the TSA agent's behavior didn't make the line go any quicker - and didn't help me be more efficient.

The Lessons...

If you're a business that relies on customers (who doesn't?), there are some basic but powerful customer service lessons in this tale.

• If you're a service provider, scolding or being sarcastic with frustrating customers may make you feel better - but at what cost? It doesn't make customers move faster or respond the way you want them to. It just makes difficult situations worse.

• I don't have a choice of whether or not to deal with the TSA when I fly. I can't take my business elsewhere just because an agent is obnoxious. But I do have a choice of which airport to use (we have two others within driving distance from my office). And I certainly have a choice of which airline to fly. I'll think twice about LAX and United in the future.

• Efficiency, safety and courtesy aren't mutually exclusive. Customers do want efficiency and safety, when it comes to traveling, eating in a restaurant, buying business equipment or upgrading their company's software. But we also want courteous, respectful service. Businesses that can do it all are the ones that will keep customers in the long run.

Praise to the "Me" Generation

"I can't deny the fact that you like me...you like me!"

These words, delivered with elation by Sally Field when she won a Best Actress Oscar for Places in the Heart, reveal the depth of a performer's need for recognition.

In the work world, it seems we have our own brand of love-starved performers: the "me" generation.

A podcast last week on NPR discussed how the 20-somethings now flooding our workplaces are fueled by constant praise. Experts cited in the story theorize that this trait was instilled by this generation's parents - whose parenting style was more focused on building self-esteem than on objective self-appraisal. Kids that grew up in the late 80s and 90s often played in sports leagues where there were no losers (everyone got trophies), strong discipline was frowned upon, and kids got praise for everything including getting up for school or getting dressed (things they're supposed to do anyway).

We All Like Praise, But How Much?

When these praise-hungry kids grew up and entered the workforce, their expectations of authority figures were high. As a result, managers have had to look for reasons to lavish recognition on younger employees who need regular pats on the back to stay engaged. ("Congrats on meeting that deadline." "Thank you for showing up for work on time." "You're really smart.")

Some may argue that every worker likes positive feedback. True. The questions are: "How much?" "How often?" and "For what?"

Research into "Generation Me" shows that overall, this younger group of workers typically needs more positive stroking, more often, for more types of behaviors to stay motivated.

The Implication for Managers

The impact on managers' jobs can be significant. If you manage people today, you've got to go out of your way to look for positives to praise, even if you're busy or under pressure.

Managers: challenge your own principles. Below are attitudes that won't work anymore for managers who lead younger workers:

• "I had to work hard without much praise. Younger employees need to suck it up and work hard too, like I did."

• "I don't have time to babysit and pat people on the back for every little thing they do. I'm too busy for that."

• "I feel phoney giving out praise for little things. I don't give a lot of thanks, but when I do, I mean it."

• "They should feel lucky that they have a good job, benefits and decent pay! That should be enough to keep them motivated!"

While there's validity to all of these beliefs, they just may not work today. Managers who cling to these principles may quickly find themselves losing young employees to managers who dole out a daily dose of praise.


© 2007. Phyllis Roteman, The Loyalty Group. All Rights Reserved.

Why "Time Outs" are Important in Business

A fellow blogger, Bud Bilanich, has been writing a series of posts comparing the game of rugby to the game of business. One of the "leadership lessons" Bud says he learned from playing rugby was that you must "Kill the Ball".

Like Bud, I was a rugby player (albeit for a very brief time in college, in an all-woman league). A rugby ball, for those who don't know, is like a big football. It's harder to handle than an American football, I think, because of its larger size. And like an American football, it bounces funny, making it difficult to pick up when it's loose on the ground.

Here's what Bud says in his post...

"Coaches always tell their players to “kill the ball” when it is bouncing around the open field. You kill the ball by falling on it, gathering it to yourself, and then standing up with it...When you kill the ball you benefit your side because you secure it and allow your teammates to align themselves to begin an offensive possession. Possession and field position are very important in rugby."

Think of the bouncing rugby ball as a work crisis. Haven't we all seen this situation? The ball is loose and everyone on the team is desperately trying to get it under control. So people start kicking the ball (flyhacking as ruggers call it), trying to pick it up and run with it...but in the frenzy no one is "killing the ball" (actually stopping the crisis and regrouping). It can become a comedy of errors.

A few years ago I witnessed a perfect example of what can happen when no one takes the initiative to "kill the ball" in a business crisis. (Follow the bouncing ball and see how a small problem spirals out of control.)

• It's a busy work day (lots of deadlines, etc.). Out of the blue, the department's email goes on the fritz. No one in the department can access their email.

• Panic ensues.

• Bob calls the IT department. They're busy working on other urgent problems and say, "We'll get to you as soon as we can."

• Bob gripes to Amelia for 25 minutes about how unresponsive the IT department is. They recount all of the problems they've had with IT over the past several months.

• Mary runs around the building trying to track down computers in other departments that the team can use until email is fixed.

• Because she's in a panic, Mary's got a short temper. She gets into an argument with Jake in accounting because he won't let someone use his workstation during lunch. She spends 20 minutes arguing with him.

• While Mary is out looking for computers and arguing with Jake, three customers have called. They had to leave voice mails because there was no one at Mary's desk to get the phone. (One of the clients had an urgent problem and was threatening to cancel an order.)

• Meanwhile Tania decides to try to fix the problem herself by playing with the computers. She gets into the operating system and begins fooling with computer settings. She accidentally locks herself out of her computer and can't get back in.

• Marty decides to let his customers know that he's not going to be able to meet their deadline because the computers are out. He goes home, because he can't get anything done at the office.

• The IT technician arrives one hour later. He quickly discovers that earlier in the day, while everyone was running around trying to meet their deadlines, someone accidentally tripped on a cord and unplugged the department's email server. When he plugs it back in, email is up and running. Simple problem, quick fix.

Why didn't anyone think to check the plug? As Bud might say, no one killed the ball.

No one stood up and yelled "STOP THE INSANITY" (as Susan Powter used to say) to regain control. That quick time out might have given the team time to think, "What are the possible causes of our email going down?" and "What are some simple things we can do?"

So what can we learn from this?

In our office, we created what we called a "two-minute rule", with the help of a consultant, Amy Siu, President of Simply Organized Solutions. When we hit a business crisis, we took a two-minute time-out to regroup. It was our time to take a deep breath, calm down and strategize. Anyone was allowed to call time out when they started to see insanity ensuing in a crisis.

I can't even count the number of times we called time out...and how many mistakes we prevented. Try it.

© 2007. Phyllis Roteman, The Loyalty Group. All Rights Reserved.