All the Abuse; None of the Answers

Popular as it is amongst those of us who make use of the ferries in British Columbia, this is not a complaint per se. I was attempting to get home on the ferry over a recent long weekend (I know, what was I thinking?) and was the first car stopped at the ticket booth when sales were suspended for that sailing. As a result, I had 10 minutes to chat with the ticket agent who had been with the company for many years.

He reminded me of the incredible abuse heaped on him and his colleagues over all things ferry-related: the schedule, the prices, the delays, the confusing loading protocols, and even the food on board. While this kind of behaviour is lamentable it is also so common as to be almost inevitable. So, what's an organization to do to protect their front-line staff?

Here's a crazy idea: why don't you arm them with some solid information that explains schedules and changes, staffing challenges, pricing considerations and how people can make their thoughts known without dumping vast amounts of shit on the workers selling tickets, directing vehicles and serving food?

It's so unfortunate that so many employees, given the responsibility for outward facing communications, are not given the tools or the messaging to do that job well. Would you put your spokespeople in front of television cameras or town hall meetings without any information or messaging? Would you let them hang out there, pelted with metaphorical fruit and vegetables without looking for a better way to interact with customers?

This is completely analogous to organizations who give staff all the responsibility for activities but none of the power to effect outcomes. If the people who deal directly with your customers can't speak knowledgeably, or positively, about the service or product, you have a problem.