Like others, I have seen the video and read the blog post about the abusive behaviour exhibited by a member of LUL’s platform staff.
While the initial reaction is understandably one of horror that a customer facing person should behave so badly; my second reaction, having slept on it, is more cautious. Firstly, the substantive allegation is not covered by the video and we do not appear to have any corroborating evidence for what happened (correct me if I’m wrong on this, as things may have developed since).
Secondly, the video footage is confused and actually shows very little apart from the last few seconds; indicating some earlier altercation, but giving no clue as to what happened.
Thirdly, while the evidence available does justify disciplinary action – and I would reprimand the person concerned – I am troubled by the trial by blog that appears to be going on. On the face of it, there was a justification for a complaint to LUL. I’m not convinced that pillorying an individual in the media is justified, though.
Why?
Well, I have worked in customer facing roles and I am well aware just how awful customers can be. Even the most saintly and patient individual can snap when faced with arrogant, rude, self-righteous customers who are plain wrong; who sneer, patronise and belittle service personnel rather than listen patiently and realise that they are, indeed, wrong on this occasion. Yes, they do. Been there, done that and never want to repeat the experience. Yes, some evidence has appeared in the comments that this individual has snapped before, but that doesn’t alter my substantive point. Trial by media, which is effectively what this is, is as repugnant as the alleged behaviour.
Put it this way; an individual lost it and was filmed and the film has been plastered over the Internet. Now, how many among us has never lost it at an inappropriate place or time? And how would we feel if that indiscretion was published on the Internet, possibly out of context and archived forever, destined to return like a bad smell in the future? I have lost it before now and I wouldn’t like it – whatever the rights and wrongs of the incident. Therefore, I cannot support this action. Do unto others as you would be done by. “Ian” deserves to be disciplined by his employers for his over reaction, but that is all.
Jackart points us to this passage from the original poster, Jonathan MacDonald:
Yes, this means that we need new rules in company staffing, training, strategy and delivery and yes, if we work with people, we have to assume that anything can be caught on camera and distributed.
Like it or not, the only people who should have a problem with that are those who don’t want their quality of work highlighted.
Absolutely on all counts. However, that does not justify trial by media even so. I wouldn’t do it, and I don’t support it.
Ta For the link.
I have some sympathy for your ‘trial by media’ point. but
My view is this is the fight-back that ordinary people have when dealing with union bully-boys.
If the LU complaints procedure was likely to deliver a result, you would have a point. It isn’t, because Bob Crow and the TGWU ensure that it isn’t. THe only way to change the sneering, bullying, jobsworth mentality is to publicly crucify those whom we can catch on film being cunts and do so so comprehensively that the Union cannot get their man off the hook.
The speed with which this went round the internet is indicitave of it striking a nerve. LU staff are usually rude, unpleasant, slovenly and prone to strike. I spent £700 on a bike to avoid them.
.-= My last blog ..Britblog Roundup # 244 =-.
Actually, the best way of changing the unionisation is to privatise…
I can recall the days of BR when the unions pretty much ran things with the threat of strike action if managers tried something they did not like. These days, they are rather more guarded.
If this person had been working for me during my Railtrack days, he would have been disciplined and the union would have represented him, arguing any mitigating circumstances.
Assuming that the evidence was robust, I would have issued a written reprimand – certainly, I’d have not gone beyond a week’s suspension without pay. The union may well have taken the matter to appeal as is the employee’s right, but ultimately, they would have accepted that he was out of line and deserved censure. They would not have walked out in sympathy as they knew better. I speak here from experience.
All that said, I did feel that a different perspective on this story was in order.
I bought a pair of walking boots and walked between Paddington and Euston when I worked there. So, yes, I do understand why this struck a nerve. I am also concerned about the unintended consequences of this behaviour.
“Now, how many among us has never lost it at an inappropriate place or time?”
Me.
I used to work in a ‘customer facing’ environment (long before the advernt of the ubiquitous cameraphone) and yes, 90% of the customers were ok, and 8% were horrid (2% were mad and couldn’t help it) but the first rule of dealing with them was never, ever lose your temper and descend to their level.
Maintain icy (even excessive) politeness at all times, and you would retain the upper hand.
The second rule was the same as the first! 🙂
Collect your halo and wings at the door 😉
Whenever I had to deal with an arse of a customer, I would be overly polite and patronising and usually the customer would end up swearing at me. I would then kick them out the store. Result!
.-= My last blog ..Mr Leg Iron nails it yet again. =-.
Rab, by the time I found myself working temporarily in a call centre, I had acquired the same approach.
“…usually the customer would end up swearing at me. I would then kick them out the store. Result!”
That’s the way to do it! Much more satisfying to see the other party lose it completely and get carted away.
.-= My last blog ..Oh, Not Her Again! =-.
Missed this one completely.
Follow the story and tell us what you think.
But trial by blog is so quick and efficient!
.-= My last blog ..Be nice to fatties, please =-.
In the unhappy job I did for three years, the rudeness of the UK General Dyslexic always scrolled my knurd to a point where I’d need to;
a) Drink to forget
b) Need IV Prozac
c) Become twisted and sadistic
d) Blow my stack at a ‘customer’ sometime and get fired for it
e) Blog about all the stupidity and laugh it off somehow
f) Quit and say ‘stuff ’em all’
I chose options e and f. Although I did give option ‘a’ a few runs round the block. Option ‘d’ was never far away, either.
.-= My last blog ..Pandemic strikes! Not. =-.