It’s not just the lunatic at the Trader Joe’s in California who doesn’t want to wear a mask. It isn’t just Karen. It’s Kyle and Dave and Donna and Maureen.
And it’s not just Trader Joe’s or airplanes. It’s everywhere.
Customers demand their right to be right no matter what–to the point where businesses are starting to push back. They’re pushing back enough that the Wall Street Journal wrote about restaurants and other service industry businesses pushing back against unruly customers and defending their staff.
The Brewerie at Union Station in Erie, Pennsylvania now has a sign on the doors that says, in all caps, BE KIND OR LEAVE. Owner Chris Sirianni said the sign has helped curb the worst of the worst behaviors. But the biggest impact may have been for his workers, who don’t feel like they’re walking around on eggshells.
(It’s a freaking brewery. How can you not be happy there?)
Early in my customer service experience, a guy I worked with told me that the customer is always important, but isn’t always right. This was after a customer demanded that my hair–which was never that long–be cut to his satisfaction the next time he came in to shop at the small supermarket I worked for.
There’s a huge difference between that and someone screaming at you because you didn’t anticipate their desires or because you’re short-staffed and you don’t turn around their breakfast sandwich as quickly as you did when you were fully staffed.
Somewhere along the line, we decided we were entitled to what we want, exactly the way we want it, exactly when you want it. Or some of us did.
Maybe it’s an extension of a world that tells us we should always get what we want, when we want it, in a way that’s customized to our whims. Or maybe it’s that we live in a world that’s so big and complex that some of us have to grab hold of what little bit of power we have and exercise it regardless of cost. Or maybe we’ve always been awful, it’s just that people aren’t putting up with it any more.
Whatever it is, people are fleeing the service industry. It’s not just enhanced unemployment. It’s not just greedy restaurant owners (who actually subsist on a tiny margin and generally aren’t eating bon bons on their yachts).
It’s customers. It’s us–or some of us.
The fact that businesses need to post these signs is a mirror we should all look in. Everyone has bad days. Everyone’s had interactions they regret. But maybe now’s the time to pause on those bad days and understand that everyone else has bad days. And to remember the time we were overwhelmed at work because someone demanded that we do something impossible.
Unfortunately, the people who’ll do that are most likely the people doing it already.
We have to do better because we deserve better (starting with myself).