The JFK Airport Way: Flying the unfriendly skies

Ok, at the risk of being negative and snarky,  I have to share a few thoughts about my last international travel experience. Unfortunately, the part I want to talk about wasn’t international in nature – in fact it happened right here in the good ol’ USA – specifically at JFK International airport – what I like to call the epicenter of BAD CUSTOMER EXPERIENCES.

To tweak a famous quote from business guru Obi-Wan Kenobi….”JFK Airport – you will never find a more wretched hive of rudeness and indifference….we must be cautious.” I have had multiple occasions over the past few years to fly through JFK and each time I do I am always amazed at how bad the customer service is. It doesn’t matter if we’re talking about vendors, airline  employees or TSA personnel – it’s as if rudeness is a requirement for the job. I’ve had people tell me “well, that’s just the northeast.” I cry B.S.! I’ve known many folks from that part of the country. And while they might be a little more intense than your average resident out here in flyover country – they seem just as polite as anybody else. No, it is different at JFK. It’s like they must send everybody through classes on eye rolling, sighing and generally looking like you hate your job. Without fail, every single time I had to interact with somebody they acted like I was a nuisance.

One experience in general is illustrative. About a year ago I was passing through security at JFK and had the misfortune to witness a conversation between two young TSA employees – I couldn’t avoid it – they were standing right there at the little table where you take off your shoes and belt and put your laptop in the little tray. I would share this conversation – but it mostly consisted of the frequent use of the F-word so I will spare you the details. The main offender accidentally caught my rather surprised eye and uttered an insincere “sorry”. The story is disappointing enough if I end it there… but it doesn’t end there. Last weekend as I’m going through security guess who I see again! Sure enough it’s my friend the f-bomber! And guess what she was doing this time? Yep…. Dropping the f-bomb again. I just shook my head and laughed in disappointed amazement (if that’s such a thing).

So, while sharing all of this is quite cathartic, what’s my point? Well, there is a silver lining. I’ve come up with a great business plan guaranteed to make me rich. I call it “Customer Service the JFK Way”. It’s a series of videos. The idea is you have your customer facing employees watch hours and hours of video featuring JFK’s "best and brightest" on the job – then you tell your employees to DO THE EXACT OPPOSITE. PM me if you’d like to order your copy.

To be fair, I'm sure there are many folks there that provide good customer service. Unfortunately, I haven't met any of them yet.