Originally Posted by
orbitmic
Some crew are great with that. Some aren't and frankly, I find it hard to blame them when I see the way BA treat them in the first place. Good companies know how to motivate their staff. The companies which don't get the levels of motivation/pro-active behavior that one could easily predict...
Its been a while since i worked in a service role, but the kick/buzz you get from delighting someone in a front line role is apart from the motivational aspect of pay and benefits.
I would imagine most people who fly a premium cabin can understand the difference between a hard product issue (not staff fault) and service delivery (very much staff responsibility). And if not the British cheek can be used to humorously apportion blame to management/caterers etc.