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Doing It Really Wrong And Making It Right

We’ve all got TSA horror stories (my favorite is the time at MCO that I was threatened with arrest for moving some of the plastic tubs from one line – where there were lots – to our line – where there were none).

Here’s a horror story with a small social media angle…some screeners in Philadelphia forced a disabled 4 year old’s parents to remove his leg braces – then had him hobble through the metal detector. His parents were (understandably and justifiably) infuriated, and after a local newspaper columnist covered the story…

On Friday, TSA spokeswoman Ann Davis said the boy never should have been told to remove his braces.

TSA policy should have allowed the parents to help the boy to a private screening area where he could have been swabbed for traces of explosive materials.

She said she wished Thomas had reported the matter to TSA immediately. “If screening is not properly done, we need to go back to that officer and offer retraining so it’s corrected.”

Davis also said TSA’s security director at the airport, Bob Ellis, called Thomas last week to apologize. He gave Thomas the name of the agency’s customer service representative, in case he has a problem at the airport in the future.

So here’s my social media hook. Why do we need the intervention of a newspaper before someone gets – privately – the name and contact info for a customer service representative?

Why isn’t that name on a sign over the metal detectors?

And – for your customers – when something goes really, really wrong who can your customers find on your website to talk to?

Who should they be talking to?

Because remember, customer service is the new sales.