Recently I was in the Las Vegas Airport Security line. It was about a twenty-minute line, even though it looked longer. As we approached the metal detectors and X-ray machines, there was a man checking to make sure everyone had a valid ticket. There is a man in front of me. We’ll call him the “Passenger.” He is carrying a small gym bag over his shoulder and there are several items stuffed in the side pockets; CD player, book, etc. The man checking the tickets we will call the “Gatekeeper.” (Actually, there are other words some of the passengers in the area would like to have called him.)
The Gatekeeper says (rudely) to the Passenger, “Put that bag over there and see if it fits.” He was referring to a metal framework that is used to check the size of carry-on baggage to make sure it fits in the overhead or under the seat. There was no doubt that this bag would fit, but because of the items in the side pockets, the Passenger had a difficult time putting the gym bag in the metal frame.
The Gatekeeper yelled at the Passenger, “You lose! That bag is not going through here! That’ s right you lose! You are in Las Vegas and you have just lost!”
The Passenger wasn’t sure what to do, was very embarrassed and asked, “What do you want me to do?”
The Gatekeeper replied, “Go back and check the bag. It is not going through here.”
Another security employee told the Passenger to take the stuff out of the side pockets, but that didn’t matter to the Gatekeeper who insisted the bag be checked. The Passenger pleaded saying that if he went back to check the bag he would probably miss his flight. The Gatekeeper wouldn’t budge and said again, “Too bad, you lose!”
To my knowledge, there is no happy ending to this story. The Passenger was forced to leave the line and go back to check the gym bag that would have easily fit under the seat.
The Gatekeeper had a job to do, and from what I understand after talking to a supervisor at the security station, it was security – specifically checking the tickets to make sure they were valid for flights departing that day. He should have left the oversized carry-on baggage problem to the airline personnel. The Gatekeeper was using his authority to bully passengers. No doubt he was wrong and everyone around him thought so as well.
I’m all for tough security. But treat people with respect. I’ve been stopped in security a number of times for random checks. On my worst day – which really wasn’t so bad – I was asked to remove my coat, sweater, belt and shoes while I watched two people go through my briefcase. The security people were serious and thorough, and at the same time respectful. When they were finished they thanked me and appreciated my respect for them.
Here is the lesson. I don’t care if it is security or groceries. Always show respect – not just to customers – to all people. You have to be helpful, not a hindrance. No matter what you do, you must think of yourself as a solution, not a problem.
Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692- 2200. Email: shep@hyken.com Web: www.hyken.com