I work in the gate area of a small airport. The vendor I work for has a gift shop, a bar, and a cafe, all in a large open space. There are no doors...you just walk over there to get something to eat, or over here to buy an overpriced souvenir...get a beer and sit there and watch football...you know.
Last night the bartender, the cook, and I were sitting at a cafe table watching tv, just waiting for the last plane to board so we could close up and go home.
There were a couple of guys sitting at a table in the bar area...not drinking, just watching tv. That's it, that's all the people there were, besides us.
One of our managers came off the elevator, sat down with us, and asked if those guys had bought anything to drink. The bartender said no, they just sat down and watched tv. The manager told her to tell them they couldn't sit at a table unless they ordered something. She agreed with him because if they don't drink, she doesn't get any tips.
The two of them went on and on about how rude people are who think they can just sit there and watch tv without drinking. The cook chimed in with how rude people were who sat at a cafe table to watch tv without ordering something. They, and the bartender, agreed that people have no common sense.
I disagreed. I said some people may not realize that these establishments are privately owned, and not run by the airport. If you could see the set-up, you'd understand how people could think that way. The bar tables and chairs are within feet of the seating area where passengers sit. The cafe table and chairs line the walkway between the restrooms and the bar. As I said, it's a very small airport. I can talk to the customers sitting at the bar tables from my counter in the gift kiosk.
The manger's argument was that you wouldn't walk into a bar to watch tv without ordering a drink, nor would you sit down in a restaurant without ordering food. I agreed, but reminded him that these people aren't in a bar, they didn't walk through a door to get in here...they're in an airport waiting area, waiting for their flight to board.
I suggested he have a sign made, "Tables reserved for customers of Our Name only". I followed with "If I saw a sign, I would know it's not a convenience offered by the airport."
His reply to me was, "That's because YOU'RE rude and have no common sense!"
Can you picture my face? I just looked at him in complete disbelief. I said, "No, Jay. I have more common sense than many people, as a matter of fact. That's why I offered an opinion, here. It's just an opinion, though. I wasn't debating you. I'm not campaigning for votes...it's just my opinion. I guess I see customers in a different light than you see them. I don't hate them.
And I am NEVER rude, ever. But, I'll tell you this...if I sat at one of these tables while waiting for my flight, and someone told me to leave, in that tone of voice...you'd see rude. And the airport authority would hear about it."
So, now I'm going to work...if I still have a job.
Twylarants posted on Sep 22, 2008
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Comments
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uniquely-ironic said on Sep 22, 2008....
I think your point was valid and your suggestion was very on target. I would be more offended if someone told me I couldn't sit somewhere unless I bought something than if I saw a sign letting me know what the ground rules were going in.It all boils down to poor communication. If you don't communicate what you'd like to see happening you really shouldn't have the right to get bitchy if it doesn't go the way you like. -
evil_twin said on Sep 22, 2008....
I agree that a sign would be a great idea. Because I probably wouldn't realize either that the TV's weren't something the airport just offered for everyone to look at. And I know I'm not rude and lacking common sense. Common sense is to put up a sign so everyone knows the rules!
I'm sure those people were probably just bored and tired from traveling, and not deliberately trying to watch free TV without paying for anything. Jeez....
-evil_twin LA
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quietone said on Sep 22, 2008....
good for you for sticking up for yourself! I agree with you totally!! and that is just my humble opinion as well!!! -
woman said on Sep 22, 2008....
Seems like work isn't the place to voice an opinion. What you said seems right to me and you are a better person for feeling that way. Twyla, we know by now that some people just have to be on top. I hope that today is better at work. -
chrisevans129 said on Sep 22, 2008....
i echo all of your thoughts.i would never have known that airport establishments were privately owned and not run by the airport.and even so, as human beings, when did everyone get so selfish with a "what's in it for me" mentality? so many people go out of their way to do community service and other things to make themselves feel good about themselves when daily life offers us so many opportunities to be ....not charitable....just human.i'm glad you stood up for what you felt was right....but dissapointed you were the only one in that situation who did have common sense. i think their behavior is passive aggressive....let's not implement a solution, but complain when we don't like the actions! Gosh..... -
skald said on Sep 22, 2008....
I think you are right since this is an open aria in an airport where people are waiting for their flight. -
pickersplock said on Sep 22, 2008....
Oh brother!I can't believe he said that to you! -
MissMimi said on Sep 22, 2008....
Yep, what Pickers said. This guy's got some set of big brass ones. You handled it in a very classy way, Twiggy. His boss might like knowing just how bad this manager's people skills really are. -
Lucytorial said on Sep 22, 2008....
Quite sensible twyla, I think your co workers and boss haven't a clue what customer service is?
Here we are tourist town centre, people who are traveling or on holidays don't think the way they would if they were working, everything is provided as a convenience to them thats how they see it! why be rude when thats simply their perspective.
You can either do as you say create signage to the effect or do as I would, walk on over and start a conversation with them... err "do you guys want a drink?" up beat, light and happy!
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secretlife said on Sep 22, 2008....
i think your manager and co-worker were just flat out wrong-and it's too bad that such small-minded people surround you.i wouldn't aste any more breath on Jay.it's not that your opinions are less valid than his Twyla; it's that he's an ass. pure and simple.an ignorant ass. -
thegayfuckup said on Sep 22, 2008....
You are definitely right in this situation. You work with irrational assholes.
In that situation I'd do what Lucytorial said above...
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lionesss said on Sep 22, 2008....
you tell em, you were def in the ryt, iv got to say he sounds like a @#^&* oh well you go for your opinions dnt let them tel you,,,lionesss -
travelr712 said on Sep 22, 2008....
because i'm a man! oh wait, i should probably read the post first, huh? :-P -
travelr712 said on Sep 22, 2008....
ok, i read it, and i change my comment. it's because i'm a man!really twirley, i agree with you. i've traveled all over, been to more airports than i can count, big and small. and i can tell you that if there was an open area with tabels in the gate area and a tv in that area, and no signs, i would think it was like the cafeteria area at one of the mall fast food zones, open seating. so if some punk manager walked up to me and told me in a rude tone of voice to order or leave, i'd stand up, pick up my stuff, tell him 'i'll chose to leave, and never come back, and tell everyone i know never to come here either'. then i'd find one of those 'how we doin' cards and write that all down and stuff it in.... the suggestion box. -
Twylarants said on Sep 22, 2008....
There's no competition in our airport as far as food, drink, and tchotskis go... we're the only game in town, so the management thinks they can say anything they want to the customers. I don't agree. It doesn't matter if these guys were paying customers or not. A saying in retail goes, "A satisfied customer will tell 6 people, a dissatisfied customer will tell 10." I've been in customer service my entire life and I've found you get more business from word of mouth than from all your advertising dollars. Everyone is a potential customer.
Thanks, everybody, for your input. It makes me feel much better. I was beginning to wonder if it's worth swimming against the tide. This was one of those rare instances where I voiced my opinion instead of being my normal apathetic self.
My usual response to a conversation like that is to say nothing, because I really don't care. But the venom in his voice made me speak up. He's a nice guy, usually, about my age, 55-60...he just really hates the buying public. I don't get it.
'
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Fallyn said on Sep 22, 2008....
another agreement.
it would definitely not seem obvious that it's not just another part of the airport.
i've done quite a bit of flying and had a lot of friends that have worked at places in the airport, so i know that they are privately owned....but i can see how people would think they weren't....especially at a very small airport like that.
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gingersoul said on Sep 22, 2008....
Twyla......you are plain right. If the guy doesn't want people seating without buying and watching tv he should specify what kind of place is that one...so the people will steer from it..
Evidently the fella has never traveled and seen how the world goes...
You did right, don't worry. He is a jerk.
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RollingC said on Sep 22, 2008....
The next time that happens .... him asking you for an opinion over that matter was just his way of soothing his insecurities...... ask him to decide.What attracts customers more....an empty place of business or one that has at least a few people sitting there acting like they're having fun and actually doing something ?RcThey ought to make you the manager there. -
D6fer said on Sep 22, 2008....
whats the big deal? was it so busy that they needed the table? you should always be kind to potential customers, so that in the event that they come back, they may spend the money the next time.......you were absolutely right! -
hotaka said on Sep 23, 2008....
Well, I never. And I don't think I should have.
And good for you for not just telling him to get stuffed. Seems to me that remark just came out of nowhere. Whenever managers even show that they think that way I wonder if they really have what it takes to be a manager. I was just discussing with a student the other day about how managers have such difficult jobs because they have to know how to handle problem situations with all kinds of people in a diplomatic way and in a way that satisfies the customer. This Jay guy needs to take a course.
As for your suggestion of putting up a sign I think that makes perfect sense. I know the kind of place you are talking about and I don't blame those guys for sitting and watching TV while waiting for the plane. I might have done the same.
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PAPERBACKWRITER said on Sep 23, 2008....
Hello, my dearest Twy <3333333
sorry so late to come here :(
everyone has said what I would say much more better...
I just want to send my grrrrrrrrr to the Jay guy for the moment he lost the use of his brains with his stupid uncalled for remark...
I think it was a baboon reaction to not having thought of the idea of the sign himself... gahhhh ... some people have weird brain process... in his case, instead of saying: that is a pragmatic suggestion! ... his brain left the building grrrrrrrrr
Sending you lotsa lotsa blubbbbiiiiiies
paper ~
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scipio said on Sep 23, 2008....
You took the correct stand . Another few minutes would not have mattered much.I have observed that managers closer to the closing time of the shops or any establishment start shutting off the lights and downing the shutters even when some of the customers are inside the premises. What are going to do? Welcome to the age of crass commercialism. -
Actorguy said on Sep 23, 2008....
I think you need to get pickers over there to give your manager a punch in the face! Heck. I'll come too!
Other than that, how you doin' Twyla?
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Twylarants said on Sep 23, 2008....
Actor~ It's so nice to see you! How are you? Me? Well, other than being insulted by this guy, I'm doing just fine! But a meeting of the Punch In The Face Club is definitely in order!
Scipio~ It's true... we do it to give the remaining customers, who are usually just looking, a hint that it's closing time. It's nicer than doing what my manager wanted to do. I flipped the lights off and on in a large book store I managed when I saw a man go into the restroom with his two kids just before closing time. When he didn't come right out, I sent a male employee in to see what was taking him so long. He was giving his little boys baths in the sinks! He said there was no hot water in his house.
Paper~ Hi, Honey! I won't see Jay until Thursday, now. I hope his brain has returned to the building before then, but I doubt it.
Hotaka~ I know! I never, either! The bartender is a friend of mine, and she later told me she walked out of the cafe when she saw the look on my face because she thought I was going to swing at him...lol! The thing was...I didn't get into the mood of the conversation. They were basically trashing these guys, while I was trying to offer a solution to a problem. My mistake, I guess.
D6fer~ It wasn't busy at all! We were sitting there, waiting to go home. There were only a dozen passengers on the last flight, and 10 of them were down at their gate, already. These two guys were just catching the end of some game. Thanks for your support.
Rolling~ The thing is, he didn't ask for my opinion...he just wanted me to agree with his opinion. I like your thought about a busy place attracting more customers. If he brings the subject up, I'm going to mention that...thanks!
Ginger~ You're right...he isn't a traveler. He works and goes home...that's it.
Flyn~ That's my point. In retail, you have to look at things from the customer's point of view once in a while. He forgets that it's not all about him.
Oops! Gotta go to work. See you all later!
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queenparanoia said on Sep 24, 2008....
what an ass... could you slap him??? lol... ;-) -
Twylarants said on Sep 24, 2008....
Lol, Queenie! I'd love to be able to slap people anytime I felt like it...wouldn't that be cool?
I saw him yesterday, and he sort of apologized, I guess. He said he liked the way I handled a particular customer who he thought was rude to me. I don't think this guy was rude...I thought he was being funny, so I smiled at him. He smiled back, said thanks, and walked away. Done deal. I think Jay was being overly nice to try to make amends which is just fine with me.
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queenparanoia said on Sep 24, 2008....
twylarants: well i'm glad it's over now... ;-) -
oceanwaves said on Sep 29, 2008....
Twylarants I agree with you also, and as for as I know in America you are still allowed to voice your opinion so don't stop. I think you are to good for that place and would be better off working someplace else-just my opinion-PEACE-DL -
whatudontsee said on Oct 01, 2008....
wow.. i can not believe he said that to you... I can imagine your face.. WoW!
I see your point.. a sign would be quite helpful and maybe even drum up business. If people knew that this establishment was not airport owned they may be more likely to spend a little more or tip a little better.
I think your manager needs some time away in a room with no one else in it but himself. He seems to have forgotten what a smile can do for someone.
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