19BSP3787_Prabhat kumar

33)
The term ‘jaywalker’ is used to describe people who cross streets at unauthorized
places or in a dangerous manner. The prefix ‘jay’ comes from a nineteenth-
century slang term for a stupid person. We can create a whole vocabulary of
derogatory terms by adding the prefix ‘jay’ to existing nouns and verbs. How
about ‘jay customer’, for example, to denote someone who ‘jay uses’ a service or
‘jay consumes’ a product (and then ‘jay disposes’ of it afterwards)? Or ‘jay
employees’ who deliver poor service and abuse customers? Or even ‘jay
managers’?
We define a jay customer as one who acts in a thoughtless or abusive way,
causing problems for the organization, its employees and other customers. Every
service encounters its share of jay customers. But management opinions on this
topic seem to polarize around two opposing views of the situation.

The Thief
No intention of paying
Shoplifting
Stolen Credit cards
Sneaking into movies
The Cheat
Fake insurance Claims
Wardrobing
100% Satisfaction guaranteed
The Belligerent-
Angry drunk people
Customer service calls
Air rage
The Rule Breaker-
No Shirts, no shoes, no service
Reckless Skiers
Roller coasters
The Vandal-
Graffiti
Cigarette burns
Broken property
The Family Feuder-
Fight with own family
Food fights
Fights with other customers
The deadbeat-
Delay payment
“I’ll pay tomorrow”

Dealing with jay customers

Try to spot them ahead of time
What is the conflict about
Keep away from other patrons
Prepare ahead of time
Prepayment plans
Improved security