As a former hospitality worker, I can tell you that the most annoying phrase in the world, you can say to anyone working in the service industry is “the customer is always right.” Because that’s just not always the case, and there are rare instances where employees even manage to prove this statement wrong.
If you’ve ever worked in the service industry, you know that this phrase really means that every customer is royalty and are lucky to be there to serve as their unquestioning peasant servant.
This attitude is both insulting and demoralizing for many working in customer service industries, as they often have to deal with situations beyond their control.
Now this story never happened in real life (at least not to our knowledge). Instead, it is a story which illustrates a really smart way to deal with rude, disorderly customers.
The airline clerks retort to this not so respectful passenger quickly puts him in his place in a kind, polite, and professional way. It also made me roll on the floor, laughing my head off!
The fictional tale takes place at the check-in desk at LaGuardia Airport in New York, and I must say, if this lady was real, she would deserve a medal for how she handled the situation.
In this scenario, a Southwest Airlines flight, which was full, is canceled because of bad weather (something every ticket counter clerk completely controls btw). Meanwhile, this single ticket agent is busy re-booking everyone to fly again once the flights resume.
Then, all of a sudden, a super angry passenger shoves his way to the head of the line.
He SLAMS his ticket on the counter and declares rudely:
“I HAVE to be on this flight and it has to be FIRST CLASS.”
At first, the agent calmly replies:
“I’m sorry, sir. I’ll be happy to try to help you, but I’ve got to help these folks first, and then I’m sure we’ll be able to work something out.”
Not impressed, nor embarrassed by his rude behavior, the passenger fires back in a loud voice demanding the attention of all the other passengers around him:
“DO YOU HAVE ANY IDEA WHO I AM?”
At this point, the agent delivers a warm smile and responded in a split-second, by taking hold of her public announcement microphone to say:
“May I have your attention, please?”
“We have a passenger here at Gate 14 WHO DOES NOT KNOW WHO HE IS.”
“If anyone can help him with his identity, please come to Gate 14.”
The folks behind him erupt in hysterical laughter as the man glares at the woman, gritting his teeth. He tells her:
“Screw you!”
That’s when she drops the six words that will forever go down in annals of customer service legends. Without a second’s hesitation, she smiles again and tells him in a sweet and polite voice:
“I’m sorry, sir. You’ll have to get in line for that, too.”
Be sure to share this funny story with your family and friends. And remember, no matter how frustrating the situation, the agent at the desk really does want to help you if they can. So please be kind?
