12 Wairarapa Midweek Opinion Wednesday, April 6, 2022 EDITORIAL
Opinion
Always right, you say? You wouldn’t think many people would need a reminder in their local newspaper to treat customer service workers with dignity and humanity. In our page 3 story last week, staff and volunteers at Hospice Wairarapa’s Masterton store shared their experiences of abusive behaviour from customers – particularly those who insist on shopping maskless. Customer service workers nationwide have borne the brunt of covidrelated frustrations – which have, at times, escalated to racial slurs, physical intimidation, and rape threats. These escapades are often framed as a symptom of the pandemic: life alongside coronavirus has been tough, emotions have run high, people have snapped. Covid didn’t create this, however. Unreasonable demands, full-blown tantrums, using retail staff as de facto therapists … long before “the spicy cough” made an appearance, service workers have been targets of hostility and harassment. Some theorise this
Young(ish), scrappy & hungry
Erin Kavanagh-Hall maltreatment goes back to the 1900s, when British department store owner Gordon Selfridge coined the now infamous phrase “the customer is always right” – to motivate employees to bring their A game. A century later, this is still drummed into us: customers, assured of their supremacy, keep pushing boundaries and spouting grievances, and workers have no right of reply. Others cite the effects of capitalism. Businesses fear losing patronage and resulting profits – so will tolerate, even reward entitled behaviour. Less comfortable to acknowledge: a significant portion of society simply views service workers as lesser. Less intelligent, less educated, less capable – and less deserving of respect. To paraphrase a 2019 Forbes article, people
often assume lower-wage workers are “unskilled” – which reinforces the view they lack ability, ambition, and desire to “better” themselves. We see low wages and assume both the work and workers are “low-value”. There’s no easy solution. But businesses stepping up to protect their workers would be a good start. Industry data shows staff who feel supported by employers will likely stick around – demanding customers notwithstanding. Customer relationships are important – so too is a safe workplace. In the meantime, a reminder from your local newspaper: if your supermarket is out of Budget pasta, maybe scream into a pillow, or watch some funny cat videos. Anything’s better than taking your rage out on people just trying to do their job.
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MIDWEEK PHOTOS Have you got a photo you want to share with Wairarapa? Whether it’s a reader photo, a cutie, or a snap of you with your Midweek, email it to midweek@age.co.nz with ‘Midweek Photo’ in the subject line, and it could be featured in this segment.
CUTIES OF THE WEEK
Spencer the Jack Russell-springer spaniel cross enjoys a lazy day in bed. Kirsten Earnshaw sent in this adorable photo, taken by her son Fraser. PHOTO/SUPPLIED
Cheryl Jaggard, from Carterton, says her cat Jasmine has no qualms jumping up onto Mum’s laptop - and eating her ice. She is clearly very proud of her exploits. PHOTO/SUPPLIED
