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Re: Tuesday, March 11, 2003
My sister in law works for a company that provides ground services, such as check-in and luggage, to airlines without sufficient presence to provide their own. She worked for a time handling lost-luggage queries. One day she struck an understandably upset customer whose bags had been mislaid. She attempted to calm him but he continued to shout and rant at her. Finally she said, "Look, there are exactly 2 people in the world right now who care about your bags, and one of them is rapidly losing interest." Funny, but what I don't get is this: who are these people that build organisations and systems which make both their staff and customers equally unhappy, pitting one against t'other, where staff don't care and customers are treated as an unwelcome burden. What motivates them? What makes them think they're doing it right? How do they function in their family and social lives? I don't get it. There are responses to this message:
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