Food For Thought

Wednesday, February 8, 2012

I'm going to take a minute and veer off my travel topic.  Stop back next week for a review of my travel computer bag.  You're so excited, you can hardly contain yourself, right? ;)
"Integrity is doing the right thing, even when no one is watching" - C.S. Lewis

A friend of mine recently received an apology that was essentially "I'm sorry I got caught, but here's why I think I'm justified."  Those words cut deep.  The defense negates the apology, but the real crime is receiving an apology of "I'm sorry I got caught."  This person isn't sorry for what they said or did, only sorry that you saw who they really are.

While traveling on an airline I prefer not to use, I experienced a similar scenario; I overheard a gate agent mutter something under her breath about a traveler.  Realizing she didn't see me standing at the counter, I said "Excuse me?" and she replied, "Sorry, I didn't see you there."  She wasn't sorry for saying the comment, she was sorry she got caught.

As I waited in the gate area for that flight, I noticed a sign advertising their customer service satisfaction score.  During the pre-boarding announcement, the gate agent also mentioned how she was here to help us, and how customer service is important to her and the airline.  I laughed at the irony; how can she preach how great she is, yet treats customers who seek assistance like parasites?  Others may be fooled by the image she painted of herself; but I'm sure enough people know what that painting really looks like. 

The moral in this story is that you usually get to see someone's true colors when they think no one is looking; the thing is, someone is always looking.

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