I had the wonderful opportunity to spend this past weekend in Boston with my two BFFs, Kera and Kelly. Since we only get to see each other a few times a year, I am reminded (thanks in large part to the Taxi Cab drivers of Boston) about Kelly's wonderful use of Passive Aggression when dealing with those in the customer service industry. I present to you this case in point: after waiting for several moments at the Seaport for a cab to stop, one finally does. Upon entering the cab, we advise that we need to be dropped off at our airport hotel (which is, probably, five miles away at most). The cabbie, upon hearing the airport destination, starts to ho and hum, and advises us that because he's off the clock in 30 minutes, the airport is too far of a ride for him. Now, Queen Kat & Kera, not sensing the ridiculousness of this statement, start to get out of the cab. But before we do - Kelly breaks out one of her finer passive aggressive moments. She tilts her blond head to the left and says, "well, we don't need to go by way of Connecticut". Then, she dons her best Broad smile, and the cabbie is both utterly enchanted and afraid. He takes the fare, and we are instantly delivered to the Airport Hilton in under 10 minutes.
Passive aggression is a technique that I have not mastered: frankly, I'm far to direct too be considered "passive" in any of my mannerisms . But, for consumers like Kelly, it is a highly successful and effective technique. In some cases, your target doesn't know if you are kidding or serious. In examples like the one above, they are not willing to find out or take the chance. The utter confusion of the passive aggressive attack hits the weak spot of the service provider, and before you know it, they are providing the denied service simply because they don't know how to respond. So, I highly endorse the Passive Aggressive maneuver (and Kelly may even be available for a lesson or two) with a reminder of the following points: consider your audience, practice perfect delivery of the aggression, and remember to smile. You will always meet with success.
(and, a special thanks to Kelly, a.k.a. "Miss Scandalous" for being a grammar fiend and my new blog editor! *Kisses*)
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4 comments:
Well, this "Kelly" person sounds highly intelligent and enlightened...if not a bit unstable and hormonal. Great post (and thanks)!!!
I agree with the second half of miss scandalous' statement: Unstable, hormonal...
And most likely is the proud owner of a 18 inch tounge used for lifting beverages and eating the small, tender vegetation near the tops of trees.
Reading this I had a great visual of this actually happening. Having met this Kelly person once or twice to my great joy, I would not put it past her to demean the poor cabbie who is trying to get to his screaming wife and screaming kids in 30 minutes or less. I mean, 5 miles in Boston with those wicked circle things could take an hour!
I would not encourage this type of attack upon innocent working stiffs.
@Ric - then, you'd be spending a lot of time walking in Boston. Enjoy the T!
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