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Why Do We Blame People?

I haven't flown in an airplane (not that I can fly without one!) since the pandemic started and truthfully, I don't miss it. Traveling had gone from an enjoyable vocation to an aggravating chore. And the worst part of it was flying.

Once upon a time there were lots of flight choices which meant that some of the airlines had to do a good job just to compete. But then consolidation greatly reduced the choices (remember PanAm? Allegheny? Midway?) and the squeeze commenced.

Seating space got smaller. And then smaller. And then smaller. Food disappeared or turned into nuts or pretzels and then even that disappeared. First class got bigger and coach got broken -- broken seats, broken window shades, broken promises...

Flights got later, and later and often just cancelled altogether. Some months every flight I took had a maintenance delay of one kind or another.

Lines were longer. Luggage space smaller. It all got worse and worse.

I found myself becoming grumpy as my tall frame squeezed for hours into a seat infringed upon in the front by a recliner and pounded in the back by a child's feet. It just wasn't fun anymore.

So while I understand all the concern about how passengers have been melting down and throwing temper tantrums on planes, and I certainly don't condone disrespect to hard working flight attendants or other passengers -- I also do understand that people have been driven to this level of misbehavior. It is possible to create conditions where people turn into animals, and it appears that we have done exactly that.

It isn't that people have changed. It's the system. 

It's the process, the squeeze, the disrespect of customers by treating them with contempt systemically. Pay extra for a window seat. Pay extra for a cookie. Pay extra for an assigned seat. Pay extra. 

It is clearly possible to make a product or service SO BAD that your customers will act out. Your customers will revolt. Your customers will be bad.

It's not warranted. People should still act with dignity and respect. But we shouldn't be surprised when they don't on an airplane. The process is inviting revolt.

High performance leaders don't let this happen to their product or service. High performance leaders love their customers and treat them with dignity and respect. Because if you don't, you aren't a high performance leader.

I haven't flown on an airplane in over a year -- and I dread the day I ever do again.

-- doug smith



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Comments

  1. David SpiegelAugust 7, 2021 at 9:12 AM

    It's not just the airlines! And it has nothing (or very little) to do with the nonsense of the last 18 months. Our institutions stopped graduating and producing leaders a long time ago. Me Too isn't a movement.....it's a way of life now.
    Leaders never say Me Too!

    ReplyDelete

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