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Harvard Business Review: Simple Ways the TSA Could Make Customers Happier
Full article here.
As if TSA's relationship with the public weren't bad enough, it got strained even further a couple of weeks ago when news reports of its search of an adult cancer patient's diaper boomeranged all over the internet. If TSA really wants to improve its image, it wouldn't be hard to do. Here are just a few things that would transmogrify public attitudes about the agency. 1. Stop the Shouting. No human being responds well to someone shouting "Remove all laptops! Take out all liquids, aerosols, and gels! Remove all items from your pockets, that means ALL items!" at them at 6 AM--or any other time of day. Imagine walking into a Toyota dealership to find a uniformed officer there yelling, "If you want a Camry get in the left line; if you have credit question go to the right!" The best way for TSA to improve customer service would be to start treating people like customers instead of animals. They should establish a "no yelling or you're fired" rule. This alone would transform the atmosphere around the screening areas. And people might actually pay attention. |
Originally Posted by NotaCriminal
(Post 16779365)
Full article here.
Wonder if the author did some research here at FT; I've seen several of the suggestions here for months (if not years). However, the other ones mentioned I think would just bring ridicule down on TSA from the members of this site. I mean, really, considering how some of you feel about TSOs, do you want them handing out candy to children? BTW, I HAVE done this before, and it works! Hand a crying child a piece of candy does wonders to calm them down while they get through the checkpoint, despite what some of you might think of me for doing it ;) and yes, I have always asked the parents permission to do so first. |
Originally Posted by NotaCriminal
(Post 16779365)
Full article here.
Wonder if the author did some research here at FT; I've seen several of the suggestions here for months (if not years). |
Originally Posted by SATTSO
(Post 16779400)
I mean, really, considering how some of you feel about TSOs, do you want them handing out candy to children?
Giving candy before or during screening can create the impression that the TSA is trying to bribe the child into compliance, thereby creating suspicion ... regardless of the TSA's true motivation in acting that way. The suggestion was about giving candy to the kids after they've completed screening. At that point, there's very little (if anything) that the TSA gains by giving the candy to the child --- other than generating good will, which is the point of most of the other suggestions on the list. Seriously ... it's not that unusual an idea. Our family dentist gives kids small toys ... AFTER the cleaning procedure is completed. Our family physician allows kids to choose a sticker from a pile ... AFTER the appointment is over. Heck, my favorite clerk at the post office also offers candy (with parental permission) to kids ... AFTER the transaction has been completed. It's not that hard to see how this could work. (As long as the lollipops were smaller than 7" in length, of course. :) ) |
Originally Posted by SATTSO
(Post 16779400)
BTW, I HAVE done this before, and it works! Hand a crying child a piece of candy does wonders to calm them down while they get through the checkpoint, despite what some of you might think of me for doing it ;) and yes, I have always asked the parents permission to do so first.
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Originally Posted by NotaCriminal
(Post 16779471)
Your supervisors/management allowed you to do so? No criticism here, just curious if you were allowed to do so or told to stop by management. It is a form of "thinking outside the box" and it doesn't seem like TSA appreciates that kind of thinking from ANY of us.
Around Spring break, when lots of families travel, is a great time to keep some wrapped candy in your pocket to give out to kids, crying from being woken from their sleep or fighting with their brother or sister, or whatever. But as jkhuggings suggest above, I do not think it is seen as "bribing" children to comply with screening; its more of a distraction; despite the sugar your giving them, for a short time they mellow out and allow their parents time to prepare their carry-ons for x-ray screening. |
Originally Posted by jkhuggins
(Post 16779460)
The suggestion was about giving candy to the kids after they've completed screening. At that point, there's very little (if anything) that the TSA gains by giving the candy to the child --- other than generating good will, which is the point of most of the other suggestions on the list. It's not that hard to see how this could work. (As long as the lollipops were smaller than 7" in length, of course. :) ) And its not about compliance with screening. Often I see a single parent traveling with 2 or 3 children, and they are all running around, screaming, throwing their toys - doing what children naturally do. And the parent is left with all the luggage, the computers (surprised how many parents have lap tops for their children), and carriages and such. It can be hectic. Providing candy at that point simply calms the kids down, oddly enough. |
Originally Posted by SATTSO
(Post 16779536)
And its not about compliance with screening. Often I see a single parent traveling with 2 or 3 children, and they are all running around, screaming, throwing their toys - doing what children naturally do. And the parent is left with all the luggage, the computers (surprised how many parents have lap tops for their children), and carriages and such. It can be hectic. Providing candy at that point simply calms the kids down, oddly enough.
Don't get me wrong: I have no problem with that. I'm sure such a technique can be done pre-screening in a way that doesn't engender suspicion; obviously, you've figured that out. I'm just commenting on the original suggestion, which has even fewer opportunities to be misunderstood. |
Originally Posted by jkhuggins
(Post 16779556)
It calms the kids down so that ... what? So that the family can move through the screening process easier. Ergo: compliance with screening.
There is a huge difference in giving a child candy to calm them down so the parent can tell them what to do, and giving a child a candy so they can be patted down or whatever screening process that happens to be taking place. Huge difference. |
Originally Posted by SATTSO
(Post 16779566)
No, not compliance with screening, but so that they do what their parents tell them.
Seriously, SATTSO ... we are really talking about the same thing here. |
Originally Posted by SATTSO
(Post 16779536)
I have found the best time to give children candy at the checkpoint is BEFORE screening starts. Sure it makes the kids happy, but the parents LOVE it. A kid with a starburst (I love those) or whatever becomes a kid on a mission.
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Originally Posted by SATTSO
(Post 16779519)
Around Spring break, when lots of families travel, is a great time to keep some wrapped candy in your pocket to give out to kids, crying from being woken from their sleep or fighting with their brother or sister, or whatever. But as jkhuggings suggest above, I do not think it is seen as "bribing" children to comply with screening; its more of a distraction; despite the sugar your giving them, for a short time they mellow out and allow their parents time to prepare their carry-ons for x-ray screening. <gag> I mean really... That's DISGUSTING! |
Disagree with candy idea because I just rather not have to deal with whether or not I want my child to have it. Candy bowl on x-ray, fine idea.
Offering candy probably only works now because it's not policy and only done by folks with the inclination who maybe can figure out when it's appropriate. It would be a disaster if implemented as policy. That might be a good suggestion for airports to implement- they could buy the candy and volunteers could hand it out. |
Well, he did say that he asked the parents'/parent's permission first...
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Yeah...no
My mother always told me not to take candy from strangers.
If I were a parent, I would teach my kids the same thing. TSA clerks are most certainly "strangers", in my book. I would not want my children thinking that they are to trust the clerks in any way, shape, or form; I would not want my children thinking that the clerks care about them or their welfare; I would not want my children thinking that the clerks are acceptable people to go to if they need help or are having some kind of emergency. Pretty much I just wouldn't fly with my kids. Don't want to do post traumatic stress counseling on my own children. |
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