These unruly customers are forcing companies to change how they do business—and potentially costing them sales. It puts employees in an uncomfortable and undesirable position as rule enforcers who often have to discipline customers like children. Employees in many industries, especially in entertainment and hospitality, are experiencing “” after having to police Covid restrictions for more than a year and dealing with the backlash and rowdy behavior from customers.
And as with all types of outbursts and disruptions, the mischief-makers get noticed and pull attention away from the countless well-behaved customers who don’t get the personalized service or full treatment as a result. A few bad apples have changed the experience for all customers. It’s time for customers to step up and get back to acting like adults. But in the meantime, companies will have to continue the role of disciplinarian to protect the customer experience and safety of all customers. is a customer experience futurist, keynote speaker and the author of the bestselling book
It’s about time!
this is terrible news
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