Thread: Don't shoot the messenger

This week, I have been mostly being annoyed by the sorry plight of those, such as myself, who are forced to work as middlemen; and the fact that most of the world's population seems incapable of directing their anger. No care is put into identifying the source of their woes, rage is merely unleashed on the nearest available target. What purpose is this supposed to serve, other than alienating service providers and prompting people to piss in their customer's beer?

Case in point. I work for a tourism company, and I just had to inform a customer today that they wouldn't be able to visit the Royal Palace during their trip, as we'd originally arranged, because the Presidential inauguration has been rearranged to the same day. As a result, I had to listen to this client rage endlessly about the fact that they'd booked this well in advance and weren't willing to change.

What am I supposed to do about this? What does this knobhead honestly hope to achieve by shouting at me? I can't tell the President to move his inauguration. I understand people get angry and need to vent; but find a healthy outlet for all that pent-up rage, or all you're doing is shifting it around to the poor people like me who have to listen to you and apologise for something over which they have no control 17 times a day.

Look for a job out of the service section. Anytime one works with people, you'll find this sort of thing.

I often get raged on. A great technique is to let them vent while you think about the money theyre dropping with you. They planed a trip that included a tour of the Palace, and now they can't go? Man, they should be pissed, and as the guy cashing their check for a trip they don't want anymore you should have a shoulder to cry on.

I'm pissed about the inauguration too, and I wasn't even planning to tour the Palace.

This kind of thing usually comes down from the top. If you work for Starbucks, or Whole Foods your going to apologize to the customer, after they rant, and refund their money, assure them it will not happen again, and give them whatever they wanted originally for free.

Now big ticket items like travel packages it's not that simple, but it I were in charge I would wait until the customer is done explaining the many ways the situation is unacceptable, and ask them, "short of rearainging the President's schedule", "how can I make this right? and before they say anything....you should start rattling off suggestions, "an extra night's stay for free? "if you can't extend your stay can I compensate you for one of the nights?" etc....you know what you can do along those lines as a travel professional. Almost everybody will calm down the instant they are given choices, and they'll put up with less than they were promised if they have some control. If they think there is nothing you can or will do they will rant in the hopes of wearing you down to get what they want, or a manager.

For what it's worth

Worth a lot.

Originally Posted by caffeine

This week, I have been mostly being annoyed by the sorry plight of those, such as myself, who are forced to work as middlemen; and the fact that most of the world's population seems incapable of directing their anger. No care is put into identifying the source of their woes, rage is merely unleashed on the nearest available target. What purpose is this supposed to serve, other than alienating service providers and prompting people to piss in their customer's beer?

Case in point. I work for a tourism company, and I just had to inform a customer today that they wouldn't be able to visit the Royal Palace during their trip, as we'd originally arranged, because the Presidential inauguration has been rearranged to the same day. As a result, I had to listen to this client rage endlessly about the fact that they'd booked this well in advance and weren't willing to change.

What am I supposed to do about this? What does this knobhead honestly hope to achieve by shouting at me? I can't tell the President to move his inauguration. I understand people get angry and need to vent; but find a healthy outlet for all that pent-up rage, or all you're doing is shifting it around to the poor people like me who have to listen to you and apologise for something over which they have no control 17 times a day.

I think people have been conditioned to accept the idea "the squeaky wheel gets the grease" when it comes to "negotiation." To the customer--and I'm not excusing boorish behavior--the voice on the phone knows more than he/she is letting on and there's ALWAYS something they can offer. The common "dad" advice that kids often get in the States, is to not back down and cause a fuss. So your particular hot-head might be angling for something free (which Goldwater's suggestion addresses).

I've found that it DOES sometimes pay to pursue a matter, but not by berating the personnel. Instead, tell your story..."I'm writing a thesis that requires a visit to the palace and otherwise I wouldn't have booked the trip...so I'll probably have to go back later. Is there any way you can get me a break on airfare?" All the while appealing to the representative's human side.

That's why I love the military, only three things can come from a 'customer' bitching.

1. He works for me, he is told to sit down and STFU.

2. He is a civilian, and I remind him how much I care.

3. He is my superior, in which case I tune him out and think about political hotwire.

But shooting the messenger is so much fun. To look on the bright get Pournelle and Niven's "Burning Tower". Compared to cardiectomy without anesthesia most other problems do seem small.

Originally Posted by Helena

I'm pissed about the inauguration too, and I wasn't even planning to tour the Palace.

Is that because of who's being inaugurated (again)? Almost 20 years of democracy and still only on the 2nd president. Thing is, I think a lot of people on this board would actually be quite fond of him (the section that would consider the Brussels Journal a voice of reason, that is).

Originally Posted by Davocrat

I think people have been conditioned to accept the idea "the squeaky wheel gets the grease" when it comes to "negotiation." To the customer--and I'm not excusing boorish behavior--the voice on the phone knows more than he/she is letting on and there's ALWAYS something they can offer. The common "dad" advice that kids often get in the States, is to not back down and cause a fuss. So your particular hot-head might be angling for something free (which Goldwater's suggestion addresses).

I've found that it DOES sometimes pay to pursue a matter, but not by berating the personnel. Instead, tell your story..."I'm writing a thesis that requires a visit to the palace and otherwise I wouldn't have booked the trip...so I'll probably have to go back later. Is there any way you can get me a break on airfare?" All the while appealing to the representative's human side.

But that's what annoys me - usually I can't give anything for free. I have no authority or importance. And it offends me deeply that the complainers who make everyone's life difficult get free extras, whle the nice, understanding, kind customers only get the basic package. Life's a bitch.