My biggest pet peeve? Bad customer service. And bad drivers. But mostly bad customer service.
And how do I define good customer service?
Treat me like royalty.
I don't expect you to kiss my ring or dangle grapes over my mouth. I just expect you to make me feel important. Or even moderately important. Or maybe just acknowledge that I'm human.
I can handle most disappointments as long as someone understands my predicament.
Yesterday, a ticket agent at my United gate interrupted my phone call to inform me that my carry-on bag needed a tag because it would not fit on the miniature plane we would soon be boarding. As I continued talking to my client, trying to close a humor writing deal, I nodded to the ticket agent and reached for the tag. She wouldn't give it to me.
"I have to put it on your bag," she said.
"Excuse me for a minute," I said to my customer. Turning to the ticket agent, I said, "That's OK. I'll put it on the bag."
"No, sir, I have to put it on myself. It's required. It's my job to put it on your bag."
"Look. I've flown for years and I've always put these tags on my bag myself. And besides, I need to put it on the right handle so that it doesn't get ripped off."
"No sir. I MUST attach it to your bag."
"Look..."
Then, she faked right, moved left, and put the tag on my bag, without my permission, and then walked off.
I was speechless.
When I rejoined my customer, he said, "Well, you're not very funny after all."
Touche.
Here's the deal. Somewhere along the way, this ticket agent was told that she was supposed to put the tag on customer's bags - probably as a courtesy. It's not like it's part of the international flight baggage law code of conduct. But in her diligent-ed-ness, she was so determined to do her job, she manhandled me and my bag.
I'll be the first to admit that I lose my patience when a silly procedure is followed for no reason other than it's THE procedure. And in this situation, I could have just said, "Thank you" and let it go. But this woman interrupted my call, ignored my request, and then did what she wanted to do without the least bit of concern for common sense or my situation.
And that's the kind of irritation that leads to my inability to ignore the behavior. The total disregard for me as a human.
Unfortunately, that's life and that's the world we live in. People follow their own policies whether it makes sense or not.
After my phone call, which I hope was successful, I removed the bag tag, waived it in the air, and the put it where it belonged.
That's my policy.
Until next time, out of my way.
Ron
