Sunday, November 02, 2008

the customer is always wrong

as a frequent railway traveller, i am bombarded with signs by networkrail
about how "we take very seriously assaults on our staff"

why? i mean why the "on our staff" bit? I dont see why the employment role of the victim affects the seriousness of the assault - it is always serious, and don't the railway companies and operators have an equal duty towards their customers, who are paying after all, to give them a safe and pleasant journey in all regards?

I have frequently been dealt with by abusive staff, and I dont see why the companies, by implication, think I am in a "second class" role in the relationship. This is a dodgy culture - see how it influences staff behaviour in airlines, where the customer is basically treated worse than cattle, under constant threat, stress and even danger.

no, the customer is always right was always a good motto; but when someone assaults someone else, whatever the relationship, that is wrong. the two situations are orthogonal.

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