 OUR TAKE -
Get Two Beers and Jump
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Everyone is trying to accomplish something big, not realizing that life is made up of little things.
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Frank A. Clark
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There have been so many precious angles to the Jet-Blue flight attendant story and what it tells us about the state of the state of the customer experience. Peggy Noonan of the Wall Street Journal summed it up by writing, "In a service economy in the age of no manners, everyone gets on everyone's nerves. Everyone wishes they could take the chute. Everyone understands someone who did."
But the most important angle to this story may be the "wake-up" call to those who manage employees on the front line - the customer service agents, the call center representatives, the floor salesperson, the field service technician, etc.
I don't stay up late enough to watch late night television, but I ran across Jimmy Fallon's original performance of The Ballad of Steven Slater with the catchy chorus, "get two beers and jump."
If you manage employees on the front line, this song is your wake up call. What will you do before your employees take two beers and jump? What's your take?
Gary Lemke, Publisher
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