Random Pips

You know what’s a great way for someone to instantly accumulate haters? Well, there are a vast array of ways actually, but one biggie that irks me is this: name-dropping.

First off, I’d like to acknowledge that there are particular situations where name-dropping is effective (e.g. intimidation during one-on-one negotiations). However, in general, when you’re dealing with employees who are mandated to adhere to firmly established company policies that are based on even more firmly entrenched government regulations, name-dropping is probably the worst card to pull out.

Let’s take a look at what goes on inside the head of one of the said employees as well as the outcome of the situation when a customer decided to name-drop:

“How many bags do you have to check-in today, sir?” I asked when I noticed a customer dragging several pieces of luggage towards the counter.

“None – I’m carrying these on.”

I chuckled, thinking he was just being funny. Then I glanced at his face and my chuckle turned into a strained choke. Oh man, this guy’s serious. Here we go now.

“Uhh…well sir, you can certainly carry on the backpack and the laptop case. But as for your other two bags…they’ll have to be checked-in.”

“No, no…I’ve never had a problem taking these on,” he said with the convincing confidence of a born liar. “And I’ll have you know…[The President] and I go back a long way.”

And there it is: he dropped the name of the company’s President. Not only that, but apparently, they’re on first-name terms. Wow…I didn’t see this coming at all. For all I know, you could be just a Google creeper.

“I’m sure you do, sir. However, the policy still stands because this is a matter of safety for the entire aircraft. If each passenger were to carry on more than the limit, it would result in baggage being insecurely stowed, which would be a cause of extreme danger to all the passengers onboard the aircraft,” I replied, hoping the explanation was clear enough for him. C’mon, anyone with half-a-brain should be able to understand the logic of the policy. Obviously, he had less than half-a-brain because he still didn’t get it.

“No, it’ll be fine. I’ve done this before. The bags will fit,” he insisted. “Look, where’s [The President]? Put him on the phone and let me talk to him.”

I carefully blanked my expression. Yes, that’s exactly what the President’s job is: to stand by the phone 24/7 just in case people like you decide to make a big deal about how chummy you are with him. That’s it, you name-dropping idiot. Time to fight obstinance with obstinance.

“The policy still stands,” I repeated firmly. “It applies to everyone, regardless of how well you know [The President].”

“Get me your supervisor. You obviously don’t know your job well enough,” he burst out as his face turned an interesting shade of bruised crimson.

I went inside and requested my supervisor’s assistance. As my supervisor came out to ask the customer what the issue was, I stood in the background to watch the show unfold. It’s like watching a B-movie with totally predictable lines. I should’ve brought popcorn to work. Oh, wait for it…here comes the name-drop.

“Listen, I’ve known [The President] for many years,” the customer sputtered with spittle peppering his moustache. “If he ever hears about this…”

I tuned him out right about there and judging by my supervisor’s expression, so did she. When the customer finally ran out of breath, my supervisor reiterated the company policy and that was that – he had to check-in his other two bags.

So, in retrospect, what exactly did name-dropping accomplish for the customer? Nothing. All he did was piss off two employees who were more than willing to provide him with fantastic customer service had he not decided to pull that stunt.

And here’s the real kicker: he didn’t even come close to getting what he wanted, which is the sole motive for name-dropping. Oh, and he never did approach the President about this either, as he had so vehemently vowed he would.

FAIL.

~ by Winluck on October 26, 2009.

Posted in People, Society
Tags: People, Society