slowmutant wrote:
What are of the service industry are you in, MacBeth?
From your description, I can't imagine.
My place of employment is a pub and music venue on the periphery of a town centre. We are close enough to town to suffer from all the problems of a major city-centre chain pub, and all the staffing problems and "Slaughtered Lamb/Deliverance" redneck issues of a small country pub. Thus, we have no dedicated security staff, relying instead on self-regulation by the punters, the natural aggression of the four barmaids, the irish blarney bollocks of the landlord.. and me. Glowering and dead-eye stares have averted several major incidents. Fake smiles and agreeing with everything they say would have resulted in someone getting killed. A lot of the time its like dealing with a bunch of naughty obstinate children (towering idiot children with a skinful of real ale or lager.)
Luckily, due to the unpopularity of alchohol with the authorities these days.. our punters are regarded as almost subhuman by the police. They are treated with the same regard as you might treat a stray dog.. chuck it in the van and drive it to the pound... All of our staff have the legal right and responsibility to refuse service to anyone pretty much on a whim, and often as not someone will end up getting hurled out by the neck..
So, with no "customer service" training in the building at all, with all of us simply being ourselves, smiling when we want to or not.. everything runs quite smoothly, and we have a surprisingly high number of contented regulars. Even the ones we've barred or threatened with a solid kicking before.
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"There is a time when the operation of the machine becomes so odious, makes you so sick at heart,
that you can't take part" [Mario Savo, 1964]