We Pay Them to Be Rude to Us

A nice editorial from Peggy Noonan at the WSJ

Uvealblues

In the service economy, all of us want to take the chute.

Why has the JetBlue flight attendant story captured everyone's imagination? Because the whole country wants to take the emergency chute.

(..)

But it doesn't strike me as a political story. I think it's a cultural story. American culture is, one way or another, business culture, and our business is service. Once we were a great industrial nation. Now we are a service economy. Which means we are forced to interact with each other, every day, in person and by phone and email. And it's making us all a little mad.

I'm not sure we've fully noted the social implications of the shift from industry to service. We used to make machines! And steel! But now we're always in touch, in negotiation. We interact so much, we wear each other down. We wear away the superego and get straight to the id, and what we see isn't pretty.

Here's why. At the same time we were shifting, in the past 30 years, to the more personal economy of service, we were witnessing and took part in a revolution in manners. We tore them down as too fancy, or sexist, or ageist, or revealing of class biases. Just when we needed more than ever the formality and agreed-upon rules of manners to act as guard rails, we threw them aside. And now no one knows how to act anymore.

The result is that everyone is getting on everyone's nerves. We're all snapping the bins shut on each other's heads. Everyone wants to tell the boss to take this job and shove it. Everyone wants to take a good, hard, last look at the customer and take the chute. (link)