Germany’s culture of shopping slowly changing
Little Diamond forwarded this to me from the Chicago Tribune. The battle to extend shopping hours in Germany has been going on for years. As the hours increase, the annual birthday celebrations described in the preceding blog entry will pass into “olden day traditions.”
By Tom Hundley
BERLIN – Unlike America, Germany has not yet adopted the shop-till-you-drop lifestyle, but things are starting to change.
Even in bustling cities like Berlin and Frankfurt, retailers used to roll up the sidewalks at 6:30 p.m. On weekends, Germans had to scramble to get their shopping done by 2 p.m. on Saturday. Sunday shopping was strictly verboten.
But a long battle over longer store hours is slowly being won by retailers who believe that more hours mean more money in the cash register. They are opposed by Germany’s powerful trade unions whose leaders say workers’ rights must be protected.
The gradual loosening of strict rules governing store hours also reflects a larger battle to loosen up a German economy that suffers from sluggish growth and 9.6 percent unemployment. Chancellor Angela Merkel’s government says it is eager for reform, but it has decided to leave the issue of store hours to local governments.
These days, the Galeria Kaufhof, a newly renovated department store in the heart of the former East Berlin’s shopping district, is crowded with customers until 10 p.m.
“Seven years ago we started a small revolution here in Berlin when we said we are opening on Sundays,” said Detlef Steffens, the store manager.
“We discovered a loophole: according to the law, you could open on Sunday if you were selling souvenirs, so we put stickers that said `souvenirs’ on all the merchandise,” he said.
“We were sued by other store owners. But that started an avalanche.”
Steffens’ store took its case to Germany’s federal constitutional court. The court rejected its arguments but said the particulars of Sunday shopping hours should be regulated by local authorities.
The Berlin city government decided to allow stores to open on six Sundays a year. Last year, it extended the number to 10, plus three extra Sundays during the World Cup soccer tournament.
Last November, Berlin threw caution to the wind and adopted a modified version of America’s 24/7 consumer ethos. Call it 24/6 – non-stop shopping for six days of the week and 10 Sundays.
The Galeria has opted to stay open until 8 p.m. Monday through Wednesday and until 10 p.m. Thursday through Saturday. The extra hours have increased revenue and enabled the store to hire 50 more employees, for a total of 1,080.
Steffens says his employees have generally been supportive of the longer hours.
“It’s an East-West thing,” he said, referring to the lingering psychological divide that still separates Germans who grew up in prosperous West Germany from those who experienced communist East Germany.
Almost all of Steffens’ employees are from the East. Those from the West, he said, are more likely to resist changes proposed by management.
“The trade unions are not so different from East to West, but worker councils in the East are more realistic. Here there’s more of a collective mentality: We are one team; it means our jobs,” he said.
Cornelia Hass, a spokeswoman for Ver.di, a large trade union that represents service employees, says the union’s position is that “everyone should have the liberty to work (non-traditional hours), but nobody has to work these hours.”
Hass disputes the argument that more hours mean more revenue and more jobs.
“People don’t buy more just because they can do it 24 hours a day. You can only spend the euro in your pocket once,” she said.
While acknowledging that store hours have to reflect people’s changing lifestyles, she said Germany already has “more square meters of shopping opportunity per consumer than Europe or the United States” and that fierce competition among retailers was forcing them to trim personnel.
There’s also a quality-of-life issue.
“I really believe that Sunday is the day when everyone who doesn’t need to work, shouldn’t work,” Hass said. “Society needs to lay back for one day, to find time for friends and family.” She also noted that of the 3 million retail workers represented by Ver.di, 80 percent were women, and most had families.
“They need their Sundays,” she said.
The union is supporting three retail workers who have filed a lawsuit challenging Berlin’s new Sunday opening hours.
But most of Germany’s 16 federal states appear to be following Berlin’s example and extending store hours.
Some small merchants are worried, fearing that extended hours by large retailers will force them to attempt the same.
“It’s a problem for us,” said Michael Turberg, who owns a Berlin toy store famous for model trains.
“We are rather specialized and we need staff of high quality. When you are open longer, you need more staff of high quality. It’s not easy to find staff, and it’s not easy to pay them.”
That’s not a problem for Mohamed Wehbe and his family. Immigrants from Lebanon, they run a small shop that sells snacks, groceries, cigarettes and newspapers. It’s open 365 days a year.
When they started their business a few years ago, and kept it open until midnight, they got a polite letter from Berlin authorities advising them to observe the legal opening hours.
“We didn’t know about such laws,” said Wehbe.
Under the new law, the shop is open from 6 a.m. until midnight.
For Wehbe and many other immigrant entrepreneurs, there are scarcely enough hours in a day for earning money.
“This summer,” he said, “we’re going 24/7.”
A Tale of Two Cities: Kuwait and Doha
Departing Kuwait was chaos. The gates down which you walk straight into the plane seem to be non-operational, and the teeming hoardes are shipped out to the planes in buses. At gates 22-23, security was clearing people for flights to Dubai, Muskat, China and Doha, all at the same time.
People would crowd toward to gate, only to be told “Not Now! Not Now! Now is Muskat!” “Now is Doha!” “over there is China!” but as some people spoke neither English nor Arabic, there was mass confusion. Planes, unable to depart on time because passengers had not been boarded, were only steps from the airport, but still, passengers were boarded onto buses and taken out. Sheer chaos.
Arrival in Doha was smooth, if quirky. In Doha, if your baggage is marked Priority or Business, it comes off the plane last. Not just this time, but the entire time I lived in Doha, this uniqueness was the rule rather than the exception.
Doha has the Miss America entrance just like Kuwait, and fortunately my friends were there to greet me and whisk me away. But in Doha, unlike Kuwait, the exit is chaos. Private cars are waiting for arrivals, taxis, limos, and a thousand laborors stand dazed at the exit, waiting to be told what to do. Threading our way through the chaos, we race for the car and exit, making our way into the city where we meet our husbands for dinner.
It was a very short trip, but I have a few more Doha photos to share with you. The Doha skyline is changing dramatically. Here is the new Museum of Islamic Art, due to open shortly – notice anything?
This is the new Qatar Center for the Presentation of Islam building – it includes a mosque, library, coffee shop and meeting rooms (the one on the left):
This is the first we have seen of dhows being built in the old way in Doha:
Qatar Air Doha 1st Class Lounge
This is the jacuzzi for wearied women travellers . . .
Bring it ONNNNNN!
This is where you sleep if you have a couple hours to kill:
And this is where you eat – and the food is YUMMY:
You check in seated at a desk, then go through customs to the duty-free and the excalator upstairs. At the top of the stairs you are directed to the left for Business or the Right to the First Class Lounge.
From the moment you walk in, the atmosphere in the First Class Lounge is soothing and spa like. Sheets of cascading water down glass walls, ethereal soft music, and all watery colors. Easy to fall asleep, and it’s OK, because they come and get you, personally, when you need to board for your flight. Amazing. Kinda the ultimate.
Naaahhhh, I don’t travel first class all the time. Had to get someplace, weren’t any other tickets available. Enjoyed it all the way.
Check Every Comment
One of the things I like best about WordPress is the scum and filth they keep from ever appearing on my blog. But the scammers out there get better and better.
Check every comment. Check where it is coming from. Check closely – some at first appear to be blogs, but they are really all about marketing / selling. They are getting clever – the comment appears to be pertinent, or flattering (example: great blog and great content!) but if their blog is really just a sales tool, you can (in WordPress) go into EDIT on the comment, and eliminate the url entry, and then you have this sweet comment but there is NO connection with this person’s so-called blog.
Here’s what to look for. A blog may look like a medical information blog, for example, but just underneath the entry (which is copied from someone else’s blog!) you will find a list of 10+ url sites that have little or nothing to do with medical information. Like “click here for a bargain on leather luggage” and more irrelevant entries.
Be aware!
Google Earth – Map Your Books!
More news from Earthling (not quite my co-blog writer, but he sure gives me some good stuff to share with you 🙂 )
“This just launched, very cool. Google books search now lets you see a map of all the place mentioned in a book.
Go to books.google.com
Search for your book
Click the ‘about this book’ link.
example: Pride and Prejudice
The 9/11 Commission Report
911 Commission Report
Our Vanishing Wild Life: Its Extermination and Preservation
By William Temple Hornaday
Vanishing Wild Life
The great cities of the ancient world, in their glory and their desolation
By Theodore Alois W. Buckley
Ancient Cities
The Book of Ser Marco Polo
By Marco Polo, Henry Yule, Henri Cordier
Marco Polo
Adventures of Sherlock Holmes
By Arthur Conan Doyle
Sherlock Holmes
Kiss Kiss Bang! Bang!: The Unoffical James Bond 007 Film Companion
By Alan Barnes, Marcus Hearn
James Bond”
Travels of Ibn Batuta AD 1325 – 1354
Ibn Batuta
My comment: The maps usually showed up on the lower right part of the page, not always immediately visible, you have to scroll down. Not every page had a map, but the reference led to other similar books which had maps.
I didn’t even know Google had a book search section – and it is good! When I am reading, I like to read a train of books on the same subject – and I like the way Google gives small summaries which can give you an immediate indication whether this book will interest you or not. Thanks, Earthling!
Protestors for Hire
Fresh in from this morning’s BBC News:
Germans put price on protesting
They refuse to rally for neo-Nazis, but as long as the price is right a new type of German mercenary will take to the streets and protest for you.
Young, good-looking, and available for around 150 euros (£100), more than 300 would-be protesters are marketing themselves on a German rental website.
They feature next to cars, DVDs, office furniture and holiday homes.
For some, these protesters show how soulless life has become. For others, they breathe new life into old causes.
Staging a protest
Their descriptions read like those on a dating site.
I would like to point out that not all protests will tally with my own point of view and I would like to distance myself from these
Demonstrators’ disclaimer
Next to a black and white posed picture, Melanie lists her details from her jeans size to her shoe size and tells potential protest organisers that she is willing to be deployed up to 100km around Berlin.
Six hours of Melanie bearing your banner or shouting your slogan will set you back 145 euros.
A spokesperson for erento.com was unable to say how many demonstrators had been booked since the service was launched earlier this month, but that there had certainly been demand.
Organisations using the service are unlikely to reveal themselves, keen to pass off their protesters as genuine supporters of the cause. But German media reported a Munich march had hired protesters because its own adherents were too old to stand for hours waving banners.
Erento.com stresses that no protester needs to offer their services to a cause they object to, and therefore many may genuinely believe in the protest they are joining.
But the fact they are paid has perturbed a number of commentators in Germany, especially those who remember the passion-fuelled protests of 1968.
“It seems to confirm the increasingly common assumption,” wrote one, “that democracy is for sale”.
My Comment:
What would such a service look like in Kuwait?
“Will protest for Gucci?”
“Available for the right cell phone?”
“Protestors available in designer abayas?”
Or would they all be brought in from the Phillipines, Nepal, Indonesia, Bangladesh, contracted in multiples of 100?
Cosmetic Danger: Repeated Usage
Women are always looking for cosmetic magic – I call it “Hope in a Bottle”. We are promised wrinkle-free skin, wonderful large lucious lips that never lose their color, potions that will make blemishes disappear, and fragrances that will get our man. Right.
Just before leaving Seattle, I hit the Lancome center at the local Nordstroms and stocked up. The dear woman there always gives me some little sample sizes to use on my long flights. I was telling my good friend about picking up some “hope in a bottle” and she said “oh, that sounds like something I need to try! Where do you get it?” We had a good laugh about that.
In the AOL section on Money and Finance today is a report about chemicals in your cosmetics. What shocked me is that the US uses many chemicals that the European Union has banned in their cosmetics. The article tells about how loosely the US is monitoring chemical additives in cosmetics – nail polishes, skin cremes, deodorants – chemicals that we are putting on our bodies every day, and no one knows the consequences of long term usage.
The report is from Consumer Reports.org, a highly regarded watchdog of American consumer products. Their magazine reports monthly on cars, appliances, drugs, children’s toys, and deceptive packaging.
What You Should Know About Chemicals in Your Cosmetics
You slather, spray, and paint them on and rub them in. Cosmetics are so much a part of your daily regimen that you probably never think twice about them. If they’re on store shelves, it seems reasonable to figure that they’re safe to use, despite those unpronounceable ingredient lists.
But at least some of what’s in your cosmetics might not be so good for you. One example is the family of chemicals known as phthalates (pronounced THAL-ates), which may be linked to developmental and reproductive health risks. The industry says phthalates are safe, but some companies have dropped them in response to public concern. Essie, OPI, and Sally Hansen, for example, are removing dibutyl phthalate (DBP), which is used to prevent chipping, from nail polishes. Other big-name brands that have reformulated products to remove some phthalates include Avon, Cover Girl, Estée Lauder, L’Oréal, Max Factor, Orly, and Revlon.
Take a Whiff of This
If you’re trying to cut back on phthalates, however, sticking with these brands may not make much of a difference. You’ll find phthalates in too many other personal-care products, including body lotions, hair sprays, perfumes, and deodorants. The chemicals are used to help fragrances linger and take the stiffness out of hair spray, among other reasons. They’re also in detergents, food packaging, pharmaceuticals, and plastic toys. And they have turned up in our bodies.
Although phthalates show up in so many places, they’re often absent from labels because disclosure is not always required. That’s the case with fragrances. We tested eight fragrances and although none of the products included phthalates in its ingredient list, they all contained the chemicals. Some were made by companies that specifically told us their products were free of phthalates, and two even say as much on their Web sites.
Getting your nails done or spritzing on your favorite perfume obviously isn’t going to kill you. But the health effects of regular long-term exposure, even to small amounts, are still unknown.
Makeup wakeup call
Phthalates, a family of chemicals used in cosmetics, may pose significant health risks but:
· They’re found in perfumes, nail polishes, and other products we use every day.
· Scientists say they’re found in our bodies as well.
· In many cases, they’re not listed on labels, so they can be difficult to avoid.
· Some manufacturers are removing them from their products, but the FDA has not restricted their use.
Companies that have eliminated phthalates are no doubt getting the message that people are paying more attention to ingredients. But public concern isn’t the only factor driving the reformulations. Another reason is a European ban. Although the U.S. has outlawed just eight cosmetic ingredients, the European Union has banned more than 1,000. (emphasis mine) For companies that make cosmetics, complying with E.U. rules makes good business sense. It’s more efficient to sell the same product worldwide. It’s also good PR. About 380 U.S. companies have publicly pledged their allegiance to cosmetic safety by signing the Compact for Global Production of Safe Health & Beauty Products, under which they voluntarily pledged to reformulate globally to meet E.U. standards.
The reformulation trend is likely to gain further momentum from the California Safe Cosmetics Act of 2005, which took effect only this year. Manufacturers that sell over $1 million a year in personal-care products in the state must report any products containing a chemical that is either a carcinogen or a reproductive or developmental toxic agent. Among those that must be disclosed are the phthalates DBP and di(2-ethylhexyl) phthalate (DEHP). California plans make this information public, possibly on the Web, so some companies may choose to remove rather than report the ingredients.
Guinea pig nation
Despite the laws, pacts, and reformulations, questions about safety remain. Cosmetic industry critics argue that the Food and Drug Administration has not told companies what “safe” means, leaving them to make their own decisions. In fact, with cosmetics, the government generally takes action only after safety issues crop up.
Take the case of Rio hair relaxers. In December 1994, the FDA warned against two products sold through infomercials after consumers complained about hair loss, scalp irritation, and hair turning green. Rio announced that it would stop sales but there were reports that it continued to take orders. The California Department of Health then stepped in to halt sales and in January 1995, the U.S. Attorney’s Office in Los Angeles filed a seizure action. By then, the FDA had received more than 3,000 complaints. Rio later reformulated and renamed its products.
The Rio case illustrates how holes in the government’s cosmetic regulatory system can hurt consumers. The industry essentially regulates itself. The Cosmetic Ingredient Review panel, made up of physicians and toxicologists and funded by the industry’s leading trade group–the Cosmetic, Toiletry, and Fragrance Association (CTFA)–assesses ingredient safety. Another industry group reviews fragrances and helps create safety standards. But manufacturers aren’t obligated to do anything with this information.
“We’re working on the honor system when it comes to cosmetics safety,” says Jane Houlihan, vice president for research at the Environmental Working Group (EWG), a research and advocacy group. “In the absence of federal standards, we have a huge range of safety in the products we buy every day.”
The FDA has made efforts to improve its ability to spot problems and issue warnings. The agency now has a computerized database, called CAERS, that collects reports of problems such as allergic reactions. Complaints can be sent via the FDA Web site or by calling a district office. But Amy Newburger, a dermatologist at St. Luke’s-Roosevelt Hospital Center in New York City and a former member of the FDA’s General and Plastic Surgery Devices Panel, says her experiences make her wonder about the system’s effectiveness. In one case, she filed a report by phone and on the CAERS system after she and several of her patients got a rash with blisters after using an anti-aging treatment. It wasn’t until a year later, in November 2006, that the FDA sent an e-mail asking her to complete some forms, she says. The FDA responds that it doesn’t provide information or feedback to people who file complaints. It simply routes them to the appropriate office for evaluation. The FDA says it may also send reports to companies.
So what are the risks?
Scientists know very little about how repeated exposure to small amounts of phthalates in cosmetics may affect your health, if at all. But some studies suggest that the chemicals are present in our bodies.
In 2005, the federal Centers for Disease Control and Prevention reported that it had found breakdown chemicals from two of the most common cosmetic phthalates in almost every member of a group of 2,782 people it examined. A separate study published in the journal Environmental Health Perspectives (EHP) in 2005 showed that men who used the most personal-care products, such as after-shave and cologne, had the highest urinary levels of a breakdown product of diethyl phthalate (DEP).
In rodent studies, phthalates have caused testicular injury, liver injury, and liver cancer. We found no such clear hazards in human research. But we did find studies suggesting that phthalates may be associated with other health issues, including the following four examples from one source alone, EHP, which is a leading journal published by the National Institutes of Health. In 2000, EHP published a small study that said elevated blood levels of phthalates were associated with premature breast development in young girls. Another report in 2003 found that men with higher concentrations of two phthalate breakdown products in their urine were more likely to have a low sperm count or low sperm motility. A study published in 2005 said women with higher levels of four phthalate compounds in their urine during pregnancy were likelier to give birth to boys with smaller scrotums. And a 2006 report cited low testosterone levels in male newborns exposed to higher levels of phthalates in breast milk.
Experts in the industry and the government are aware of such reports but say there is no cause for alarm. The FDA, for instance, concluded after a thorough review of the literature that “it’s not clear what effect, if any, phthalates have on health.” And the CTFA, the industry trade group, notes that government and scientific bodies in the U.S. and Canada have examined phthalates without restricting their use in cosmetics. After the 2005 report linking phthalate exposure to smaller scrotum size, in particular, the trade group said, “The sensational and alarming conclusions being drawn from this single study are completely speculative and scientifically unwarranted.”
Even companies that have dropped phthalates from products say they are safe. “This policy is driven by a wish to allay public concern and does not reflect concern with the safe use of the ingredients,” Avon said after announcing that it would cut DBP from its product line. John Bailey, the CTFA’s executive vice president for science, says ingredients like DBP in nail polish are simply not a hazard in such small amounts.
On the other side are some environmental and public-health advocates who say possible carcinogens and reproductive toxins do not belong in cosmetics, no matter how small the amount. “We take issue with the idea that a little bit of poison doesn’t matter, because safer alternatives are available,” says Stacy Malkan, communications director of Health Care Without Harm. “Companies should be making the safest products possible, instead of trying to convince us that a little bit of toxic chemicals are OK.” While the scientific jury is still out, we at ShopSmart believe it makes sense to reduce your exposure to phthalates, especially if you’re nursing, pregnant, or trying to become pregnant.
“Lies, Damn Lies and Statistics”
This week I got a survey from our real estate management firm, asking us how they are doing. As I filled it out, I had to smile. I have structured several surveys myself through the years. It is an art.
The first thing you need to know when you are putting a survey together is what you want the survey results to say. I’m a cynic. You can get a survey to show pretty much what you want it to show by choosing your questions carefully, limiting the ways a survey-taker can respond . . .thus the title. If you have an agenda, you can get the results you want.
Here is what our survey did not ask:
Do we communicate with you regularly and accurately? (Sometimes)
Do you understand what we are trying to communicate? (Sometimes we are laughing too hard to get it the first time)
Could our surveys use some work on grammar and spelling? (Oh YES)
When you submit a work request, do we respond and solve the problem in a timely manner? (Absolutely)
Given that the management, guards and maintenance team are all really nice people, are there ways in which we could improve our performance? (Yep)
If we could improve our performance in ONE way, what would you suggest? (Train the maintenance people well, supervise them closely, use checklists, and hold yourselves accountable for shortcomings.)
Hint: If you really want to structure an honest survey, have opened ended questions.
Before you ever take a survey, look through it and ask yourself “what end are they trying to achieve with this survey?” Many times, it is not the survey that matters at all (like online surveys) but getting your address and/or phone number so they can sell you something.
So I wanted to make sure I used the opening quote accurately, and Googled “damn lies and statistics.” Great results. Got the quote accurately, and got a fascinating article from BBC called How To Understand Statistics. Here is how the article opens:
The world is littered with statistics, and the average person is bombarded with five statistics a day.
1. Statistics can be misleading and sometimes deliberately distorting. There are three kinds of commonly recognised untruths:
Lies, damn lies and statistics.
– Mark Twain
This quote from Mark Twain is accurate; statistics are often used to lie to the public because most people do not understand how statistics work. The aim of this entry is to acquaint the reader with the basics of statistical analysis and to help them determine when someone is trying to pull a fast one.
Think about how stupid the average person is; now realise half of them are dumber than that.
– George Carlin
There are many books which teach statistics, but they are mostly big and heavy mathematical books, which cost a lot of money, and which may require a degree in the subject to understand anyway. For many years there has been a need for a
-
Statistics for Dummies
book and in fact there is one, written by Deborah Rumsey. On the Internet information on how to understand statistics can be found, but the sites mostly cater for medical students who need to examine experimental drug studies, although a great online starting place is RobertNiles.com, which explains how to examine statistics for errors and how to create your own statistics correctly. . . . .
read more here.
Alhamdallah for the Trip from Hell
Remember what my husband says? A good flight is where the number of landings equals the number of take-offs? Alhamdallah, I am safely arrived back in Kuwait and the safe landings equalled the take-offs.
Having said that, this trip back to Kuwait was not a trip I want to do again any time soon. It’s all small stuff. Small stuff adds up. (Sigh.) It gets old.
There’s a direct flight from Seattle to Amsterdam. Because I booked so late, I couldn’t get on it. I kept trying, KLM kept laughing and saying “it is BOOKED!” I made use of that “weather window” to drive to the airport a little early, hoping a seat might open up, someone might now show up. No such luch. Even as the flight boarded, I asked if there was any possibility of getting on and they just laughed.
No big deal. My flight to Minneapolis was just a little later, and it was uneventful, except for leaving late enough that I had to RUN from one end of the Minneapolis airport to the other to reach the gate for my Amsterdam flight, and it was a long long way! Most people were already on board, but I had an aisle seat and I was just happy to make the flight. This flight, too, was fully booked. I didn’t see a single empty seat.
And that was not good news. I was tired, so quickly fell asleep, only to awake to the sound of a flight attendant using her loud voice to say “Sir! Sir! Can you hear me? Can you hear me? If you can hear me, you need to respond!” and when the man sitting behind me didn’t respond she was about to call for medical assistance. At that moment, he vomited copiously all over himself and all over his seat. Pretty awful, awful for him, awful for everyone sitting around him. Ummm, remember when I told you there were no empty seats?
They did their best to clean things up. Oh well. Safe landing.
Boarded the flight to Kuwait in Amsterdam, uneventful, smooth . . . “hmmmmm, haven’t we been sitting here a while? We were supposed to take off half an hour ago . . .?” The pilot comes on and says the plane has been loaded with contaminated fuel and they are trying to figure out what they are going to do. Three hours after we boarded we are deplaned, given vouchers for dinner and a phone call and 50 Euro coupon toward our next flight. We are told to be back at 9 to reboard.
So I go once again for the upgrade – I really need more space to sleep, and I really need some sleep. I tried to use that fancy-schmancy 50 Euro coupon but the ticketing office said it is only good for booking a totally NEW ticket. Ah well, I paid 100 Euro to upgrade, worth EVERY centime. I was asleep even before the plane taxied down the runway for takeoff. My sweet husband was there to meet me at the ungodly hour we landed in Kuwait. The air was cool and fresh and smelled clean.
OK, OK, nothing major, just a lot of small annoyances. The number of safe landings equalled the number of takeoffs. Alhamdallah.
KLM, Bureaucracy and Customer Service
It is so easy to complain when you live overseas. We complain about Wasta, we complain about corruption – and all it takes is another trip out of Kuwait to see that it exists everywhere. Bureaucracies exist to encourage arbitrary decisions, bribes, and meanness to the customer.
But every now and then, you find a brave soul who stands up for right, who uses policy like a rapier against the lazy, and I met one of those this morning.
I am connecting in Amsterdam, and I have thousands and thousands of miles I never use. Mostly I have been booking flights on a relatively short term basis, and when your family needs you is not the time to be trying to dicker over free tickets, etc. So as I entered the business lounge, I asked the very nice woman behind the desk if an upgrade was possible for the next leg of the trip.
Her fingers flew across the keyboard as she checked this, she double checked that, and then said “you would have to pay 150 Euros to upgrade + 25,000 miles”. Piece of Cake. For a 10 hour flight? 150 Euros! Here’s my money.
No no, I had to go downstairs and pay. And downstairs, it is six, when ticketing is supposed to open, but they are very very busy ignoring the customers. They have coffee to get, greetings to exchange, water to distribute, computers to boot – no, no, ticketing open at 6:00 does NOT mean they are ready to serve the customer at six, only that they are in the general area at around six.
And they were not happy to have a customer. The counter lady gave me the same information as the lady upstairs – 150 Euros + miles, and then she took my ticket to the ticketing lady behind her, who gave it a glance and said no, it was impossible, my card was KLM and the ticket was on a Northwest flight. I said “You are partners! This card is supposed to work on all the partner airlines” and she said “no, the regulations say that your class of ticket cannot be upgraded on Northwest.”
I don’t usually let things get under my skin, but the sheer blatancy of her desire to get rid of me annoyed me. I said that this was not right, and not fair, and she shrugged her shoulders and smiled.
Smiled! Whew! I could almost feel the fire coming out of my ears and eyes!
Back upstairs in the lounge, I checked in with the same lady who had helped me before and told her what the ticketing bureaucrat had said. I was calm, but also very angry. So was she. “That’s just WRONG” she said, and got on the phone. 45 minutes later, she was still at it. She would verify all her information, call ticketing, and the ticketing lady would still say “No!”
Finally, I signed up for a shower, and washed away all the frustration while the dear lady in the business lounge continued to get people involved. By the time I came back out, fresh and sweet and clean, she gleamed in triumph! “You have your ticket!” she said, her voice triumphant!
So downstairs I headed once more to pay. The ticketing lady was totally snippy to me, taking her time, shaking her head in disgust, until I asked her name and wrote it down. Suddenly, she was all sweetness and light, and like magic, my new improved boarding pass appeared.
Al hamd’allah.
But here is what bugs me. I’ve worked many many jobs that required keeping customers happy. I am really good at it. I take pride in it. In the long run, I believe, good will pays the biggest dividends. And when I can make something good happen for someone, it’s like something good happens for me, too . . .
So what possible reason would people in roles where they interface with the public have for being rude? unhelpful? snippy? to take visible joy in saying no?
I can imagine that being an airline counter service agent at this time of the year, with all the delays and confusions, and abuse they have to take could be dis-spiriting. I can sympathize that they have to deal with people who all want special treatment. I’m just another person asking for an upgrade. But at the same time, doesn’t it make them feel worse to be rude and unhelpful?
Do you deal with the public? Are you ever rude? What pushes your buttons, what can make you rude to a customer? And as a customer, how do you handle a rude employee?


