One of the many things that bring me professional joy is helping soon to be Septa bus operators think about the many ways they can make a positive first impression with their passengers. I’ve worked with 8 cohorts of bus operators over the last few years and I always look forward to seeing their smiling faces behind the wheel once they graduate from their West Philadelphia Skills Initiative programming.
But it’s not always smiles.
Last month, the day after my last cohort finished, I learned that a veteran Septa bus operator was shot and killed while behind the wheel. There was no confrontation, no exchange of words. It was a senseless murder by a passenger suffering from mental health issues. While this was not a former participant of mine, this news was devastating for so many reasons but it immediately made me think about how customer facing employees are really vulnerable to verbal abuse and other escalated offenses. A violent attack of course being the extreme. However, being “trapped” at their post, like a bus operator behind the wheel, makes this type of employee an easy target.
Have you considered:
A grocery store cashier is an easy target.
A restaurant host or hostess is an easy target.
A receptionist at a medical appointment is an easy target.
A hotel front desk agent is an easy target.
A food delivery person is an easy target.
A taxi/ride share driver is an easy target.
A retail worker is an easy target.
A quick service food handler is an easy target.
A nurse is an easy target.
I’m not suggesting that the above hourly workers need to be afraid to report to work but the following recommendations will serve to make the workplace a safer one:
Proper wages
Ample breaks
Training in de-escalation
Written procedures on conflict resolution
Practicing how to remove a customer from a place of business
Installation of a panic button, when feasible
What are you doing to make your customer facing team members feel safe? Are you working with anyone to create policies and procedures and lead staff trainings in service recovery to help prevent the escalation of big feelings? Scroll over to my “Contact” page to get started today.