Rudeness and the Service Economy
Sunday, August 15th, 2010I think this piece by Peggy Noonan nails it:
This week there was the woman on Madison Avenue holding that dread thing, the clipboard. They want you to sign something in favor of a cause, or sign up for something. She was a big girl, 6 feet tall, with 10 arms. She saw me coming 15 feet away and placed herself in the middle of the sidewalk so I’d have to speak or go around her. “How are you today?” she barked, demanded. It was embarrassing not to reply and made me feel vaguely guilty, which is the way they want you to feel so you’ll give up and engage. As I passed I smiled and wordlessly shook my head. She did a mock eye rolling. “Oh. Sorry!”
She was not, I think, unaware of her aggression. She just wasn’t embarrassed by it.
. . . .
To an unusual degree people now feel they have to protect themselves from each other. You have to put forward the rules of behavior, every day. When the person from the bank on the phone says, “Margaret, I’d like to talk to you about your account,” you have to say, “I’m sorry but I didn’t invite you to call me by my first name.” Or perhaps it’s, “I didn’t really want a freelance mammogram, and I’m not sure it’s right that you give me one,” or, “I have to tell you that it’s not polite to block my path and attempt to force a conversation.”
Unfortunately, the article is behind a subscription wall. I was able to view the whole thing through Google News.