A week ago a JetBlue flight attendant received quite a bit of attention for doing what so many employees have dreamed of doing. Steven Slater lived out the fantasy of the old Johnny Paycheck song, “Take This Job and Shove it.” The reports of the incident have become well-known by now. In spite of the incessant announcements made by the flight attendant not to stand up and open the overhead compartments until the plane had stopped taxiing to the gate, one or more passengers assumed that the rule was for others, and not them (as a frequent flyer myself, I am left to wonder, “Where did they think they were going anyway? It is not like you can deplane any sooner and get on your way. You still have to wait for the door to be opened and the aisle is only wide enough to accommodate a single passenger at a time – you can’t “cut ahead of anyone” even if you wanted to!”). The ensuing conflict apparently ended when the flight attendant suggested that the passengers attempt to do something that is anatomically impossible, took a few beers with him, and then released the emergency exit and slide and left the plane on the tarmac with all of the passengers still aboard.
The immediate response across the social media sites and elsewhere is what has become the more interesting part of the story. His actions have resonated with many and has led to “fan pages” and much discussion about how his actions resonated with so many. Given the current economic crisis, the layoffs, and the general feeling of oppression felt by those that still are employed in jobs of having to do more work for less pay, benefits, or appreciation – Slater’s actions seemed to be viewed as a victory for the downtrodden.
Going Back To Stew
Stew Leonard's approach is in direct contrast to Steven Slater's
Coincidentally, this weekend included a stop at the Stew Leonard’s on the Berlin Turnpike for me and the dichotomy between Slater and those that line up behind him cheering and the way that the iconic retailer view customers could not be more stark. Are there grocery customers who are rude, who act selfishly, who are angry, try to take advantage of others, and commit all other kinds of social indiscretions – sure! However, the response at Stew’s is to offer them another sample, attempt to offer them something to please them, ask how their experience is as they shop, and at minimum offer them an ear to listen as they complain.
While some may think that responding with kindness to rudeness just encourages more bad behavior (and Stew Leonard’s almost seems to invite that by proudly claiming that the customer is always right), the motivation and interpretation may in fact be quite different.
As a shopper, I do not want to be restricted in receiving any of the benefits of the “Stew Leonard’s shopping experience” just because some dolt abuses it. Stew Leonard’s appreciates my business and so is willing to tolerate the occasional knucklehead who acts inappropriately, because the overwhelming majority of shoppers don’t!
Instead of allowing rules and policies to be created to account for the very few at the expense of the majority, the retailer is willing to put up with the rare headache of a customer so as not to deny the many that choose to shop there over other competitors because of that experience.
Airlines or Grocers
Now, admittedly, if someone behaves inappropriately in the frozen food aisle by shouting at their kids to put down the ice cream, blocking the ability of others to pass, or stopping traffic to take a cell phone call – it is frustrating at worst. If someone does something in an airplane that endangers the lives of others, it is quite a different story. Therefore, the rules and expectations of behavior need to be enforced differently on a plane. However, while there is never an excuse for a customer to strike an employee (as has been alleged in the Slater incident), to swear at an employee, or to refuse instructions based on protecting the customer’s (and those around the customer) safety; it is certainly a much more pleasant experience to shop at Stew Leonard’s than it is to deal with airline travel these days. Is it just mere coincidence?
