I'm often curious about how companies define customer service.  Recently I flew to Dallas.  Getting there, not so bad, getting home, not so good.  I flew US Air on the way home.  At Reagan International, where I had 6 hours to contemplate their customer service, I noticed that they don't actually use the words "Customer Service"  they call it "special services".

Rest assured, there was nothing special about it.  If US Airways thinks business is bad now, continuing down the service path they are on will not make things any better.

People are all talking about the possibility of losing their jobs.  Companies are making huge cut backs.  And yet, with all this, there are still employees that think attitude and presentation doesn't matter.

I'm sorry folks, I don't want to see the bus boy at Perkins pulling his pants up from his knees,  his butt crack did not make my pancakes more appetizing.  No matter how nice the waitress was, this is what I remember.  My customer experience there was influenced by that presentation.

I don't want to wait at the counter until you finish texting your BFF about Tiffani's new tattoo.  OMG did u c it?  No, I didn't see it, I don't want to see it, I want you to pay attention to me, I am paying you.

Customer service is in some degree about making the customer a priority.  Its not about making them wait while you chat on the phone, or text or talk to your friends that stopped in to say hi.

We seem to have become a society that is unconcerned about other people's needs and consumed with our own needs.  Put your phone down and pay attention.

If you want to keep your job, the doors of your company open, a paycheck coming weekly start being more aware of how you treat customers.  You are not entitled to be rude to me because you're having a bad day.

Actually, none of us are entitled to anything, the sooner America starts to realize this the better off we'll be.