Potty Mouth - A Fine Example!

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I learned years ago not to allow myself to be surprised at anything I might experience or have to respond to in the business of hospitality.  Yet, it seems few days go by where I am not shaking my head in disbelief or disappointed in how people behave and act.  This past Saturday night was one more experience in a long line of them with the public that gave me reason to shake my head and just be disappointed.

I was informed by our security staff that I had a guest that was unhappy with their accommodations, specifically the sleeper sofa in their unit.  The hour was late, nearly 11:30 pm when I arrived at the unit.  Immediately upon entering, it was clear to me that it was not going to be a positive experience.  It was a family of seven, Mom and Dad and five young children, ages 3 to 14. 

The lady, I use the term loosely, immediately started going off.  Dropping F-bombs and every other expletive to describe her room and experience thus far at our resort.  It wasn't that she was using words that I had not heard or from time to time, have used myself.  It was all about the fact that her five young children were right there in the unit and all within earshot.  It was amazing how little I heard of what she was actually saying as I was embarrassed to be in the presence of children while such words were being shouted at me. 

I recognize that I grew up in a home where such words were not used by my parents or my two older brothers.  At least not in my company and certainly never in the presence of my mother and father.  I was 16 years old when I heard my father say "damn" for the first time.  It  was directed at me as he used the word as an adjective saying, "Get your damn feet off that pillar."  I remember the experience as if it was yesterday.  Having never heard my father speak in such a demonstrative way, my feet were on the porch in a heartbeat. 

I have had many people over the years swear at me with regard to how I have responded to their problems or issues.  I have never enjoyed the experience and frankly take little heed to it.  I find it much more difficult to deal with the courteous guest who is upset but allow their articulation and use of the English language as a tool to effectively communicate their disappointment.  These educated individuals can make you feel about as bad as it can get.  People yelling obscenities at you have hardly no effect. 

This Mom effectively communicated to her five children that it is okay to use inappropriate language and yell at the top of your lungs at a complete stranger.  These five children now know it is okay by Mom's standards to respond to anyone in customer service with obscenities and yelling.  A real class act she was.  For my part, I mostly kept my mouth shut and allowed her to vent.   I did find her language and yelling objectionable and made a point to let her know that not only it was inappropriate to speak in such a fashion in front of young children but inappropriate to speak in such a fashion to anyone. 

Needless to say, my words were falling on deaf ears as she told me to F-bomb myself as I departed the unit.  I am reminded almost daily of how fortunate I was to have grown up in a home where my parents treated others with respect and dignity.   Even when they were unhappy, they never yelled and screamed, shouted obscenities or tried to make someone feel less than what they were.  Thank God for Mom and Dad and their modeling of appropriate and respectful adult behavior.