Tuesday, February 16, 2010
Kevin Smith and the Status of Customer Service in the US
It has been quite the controversy surrounding Kevin Smith and his situation with Southwest airlines.
I have flown Southwest numerous times, and I appreciate their features and their pricing during this difficult economic time. First off, this isn't a blog about whether or not Kevin should have been kicked off that airplane. I can't imagine having to deal with the embarrassment of such a situation.
However, it's time to SHUT UP. That's right, please stop talking about it.
I find it quite interesting how something becomes an important issue once a celebrity is mistreated. How dare they kick Mr. Smith off of that plane!! Who do they think they are?!?!
Don't get me wrong, I am a huge fan of Kevin Smith's movies. Chasing Amy is a personal favorite of mine, and he can write movie dialogue like no other.
With this said, my question is, "What did you expect?"
I was listening to his smodcast about the situation, and I couldn't help being offended as he referred to Southwest as being called the "Food Stamp Airline." I'm sorry, but a majority of Americans can't afford to spend a lot of money on air flight, myself included.
Once again, this has nothing to do with the issue regarding him being kicked off the plane. There are serious issues with weight discrimination in this country, and I have sympathy for what others are going through. This has to do with the fact that he wanted to question what customer service truly is, during the time he was rescheduling his flights BEFORE the incident.
He has more than enough money to travel first class, and yet he chooses to fly on a coach airline...why is this? Especially when he is going to bitch about their poor customer service. I don't think that a celebrity has a clear grasp on what customer service truly is, especially when people are paid to specifically kiss your ass.
My opinion is, if you choose to fly on a regular domestic airline, then you are choosing to be treated like a normal person. In the real world, airport employees aren't going to stand around, batting their eyes at you while you check in. They have a job to do, and a business to run.
I have worked in the customer service business for quite awhile, and it's not always an easy job. Most of the time, you are dealing with high-maintenance people who think the world revolves around them. If you don't do everything they want, they usually are rude and/or talk down to you until they get their way. After dealing with this day after day after day....your approach towards customers can become less than enthusiastic.
I'm not saying that anyone has the excuse to be rude, but don't be angry when they don't go above and beyond to fulfill all of your hearts desires. If you want a kiss on your cheek and a mint on your pillow.....FLY FIRST CLASS. They will do everything they can to make sure you are happy and comfortable, because that is what you are paying for.
Welcome to the real world.