If you’ve been reading or watching the news over the last few days, you’ve undoubtedly heard about a female ESPN reporter’s comments and bad behavior directed at a towing company’s employee. In a nutshell, the car was reportedly towed for being left overnight in a restaurant parking lot. In an edited video of the interaction, we see the agitated reporter apparently berate and demean a female tow company employee, even after being advised that she is being videotaped.
Here’s my assessment of the incident: Nothing new or surprising to see here.
In all segments of the parking industry, this sort of belligerent acting out happens hundreds—if not thousands—of times each day. The difference here is that the “bad actor” happens to be a minor celebrity so it’s become buzzworthy. There is significant debate taking place regarding the fact that the video has obviously been edited and we have no idea what was really said by the tow company employee. If we set all of the “who-said-what-first” debate aside, it comes down to the greater issues of widespread intolerance, entitlement, and disrespect. Unabashed rudeness is the new norm.
During the last decade, I have had the privilege of providing training for frontline parking and transportation staff across North America. Without exception, stories similar to the ESPN reporter’s behavior—and far worse—are shared by participants in each and every course. I’m always amazed by these stories detailing the utter lack of personal responsibility and human decency, but frankly, I’m also no longer surprised by it. A perfect example of this everyday lack of civility can be viewed by reading any of the online comments (on both sides of the issue) posted in relation to the ESPN reporter’s behavior. Many are equally as disrespectful as the reporter’s videoed comments, laced with assumptions, accusations, and intolerance.
As parking professionals, it’s critical for all of us to see past the bad behaviors we encounter. Being able to rise above condescending attitudes is a learned behavior, as this does not come naturally for most of us. We should strive to never let the bad behavior and statements of others keep us from doing and saying the right things. This can be a tall order when a customer wants to take issue with who they perceive you are or what your skill set or motivations might be.
The details surrounding the ESPN reporter’s towing incident have been broadcast globally. The situation offers each of us a timely opportunity to sit down with staff to discuss methods and techniques to successfully and professionally handle these inevitable difficult customer interactions.