Steve Cuss, author of Managing Leadership Anxiety, gave this wonderful anecdote at a Melbourne airport:
“I’m lined up at the customer service desk. I don’t remember what I needed, but the person, two people in front of me, is swearing loudly at the customer service agent.
“And she kept saying to him, ‘Sir, I am not allowed to help you when you swear at me. I’ve actually been instructed by my boss that I will get in trouble if I help somebody when they’re mistreating me.’
“And he’s yelling at her, ‘I’m not effing mistreating you.’… And she kept saying very calmly to him, ‘Sir, I’ll give you 30 more seconds, and if you can’t, I’m going to have to send you away. And if you won’t leave, I’ll have to call security. But, hey, why don’t you just try to get a hold of yourself? And if you can treat me with respect, I’d be happy to help you.'”
Wow! Like Cuss, I was pretty blown away when I heard that story.
Points to consider:
- If you are a business leader, are you willing to lose revenue if it’s at the expense of your employees’ psychological welfare?
- When your people know you have their backs, they can handle stressful situations far better. They are empowered to stand up for themselves.
- The agent in the story said she will “get in trouble” if she’d allow a customer to verbally abuse her. I wonder what that means? But it’s a reprimand I’d very much welcome!
Any other thoughts from the story? Share them in the comments section below!
Note: this story is from Art of Manliness podcast 1010.
August 28, 2024
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