“It’s not my job,” I heard from behind a ticket counter at the San Diego airport recently. The following story comes from my own personal experience in a real-time situation between an airline representative and its customers.
Real World Story: As I was standing in a boarding area at the San Diego airport, I heard the words loud and clear, “I don’t know. I’m just 
the pilot.” The words came from a man standing behind one of the ticket counters to a passenger. The passenger—confused and amused, thinking the “pilot” was joking—continued to ask a question. The “pilot” again replied, “I don’t know. I just fly the plane.” The confused passenger stared at the man behind the counter in silence. Finally, the passenger asked, “Can someone help me?” The pilot replied, “Yes, a ticket agent.”
After a long a delayed pause, “Where is the ticket agent?”
“I don’t know. Why don’t you try another gate?” the pilot replied.
This conversation was painful to watch. The pilot had no intention of helping the customer, and the customer simply grew more and more frustrated with the obvious lack of caring from the person representing the airline.
I watched as more confused passengers approached the counter, yearning for answers about their flights. They didn’t know that the man behind the counter was a pilot, so he continued to repeat the same two lines, “I don’t know. I’m just the pilot.” Finally, a lady suggested that he put up a sign that read, “DON’T ASK ME. I’M JUST THE PILOT.” The pilot did not think the suggestion was funny—I did!
I’m sure this particular pilot is not the only person in the world who has ever been asked to do something that is outside his immediate job description. But he is surely the last person in the world I want helping me!
Strategies that Turn it Around:
- The management arm of any organization must clearly communicate the expectation that everyone is a customer.
- If you don’t know an answer, be proactive and find someone who does. And communicate this to your customer while you search for an answer.
- If you’re working in someone else’s area that is a central hub for customers, put up a sign that reads something like “An agent will be here shortly to assist you. Please wait.”
- If the sign does not deter customers from asking questions, explain kindly and with a smile that a more experienced agent who has the necessary answers will be there shortly.
Remember: Customers need and want to be acknowledged immediately. Most customers are more concerned about such acknowledgment than in getting a quick answer that is either wrong or rude.
What do YOU do to combat the “it’s not my job” syndrome? Please share in the comments section below.