Duct-Taping Difficult Customers: Lessons in Handling the Unruly

I came across an intriguing story on CNN recently, and it got me thinking about how we handle unruly customers. I’ll explain my thoughts after sharing the story.

Apparently, on a flight from Milwaukee to Dallas-Fort Worth, an unruly passenger decided mid-air that he needed to exit the plane immediately. Yes, at 30,000 feet. He reportedly told a flight attendant that he “had to get off the aircraft now,” causing panic among those onboard.

The situation escalated quickly, and when the passenger proved too strong for a single attendant to handle, other travelers stepped in to help. They restrained him using duct tape provided by the crew, wrapping his wrists, knees, and ankles until the plane landed safely. Upon arrival, law enforcement detained him for a mental evaluation.

It’s a bizarre but fascinating story, and I couldn’t help but admire the quick thinking of everyone involved. Honestly, they did the right thing—imagine the chaos that could have ensued otherwise!

Now, here’s where my imagination ran wild. Sometimes, I secretly wish we could borrow a page from this playbook when dealing with customers who refuse to take “no” for an answer. Don’t get me wrong—we love our customers, but there are moments when a metaphorical duct tape solution feels like the only way to keep things from spiraling out of control.

Of course, we’d never actually resort to that (we’re professionals, after all), but it’s a funny thought to entertain when handling particularly persistent personalities.

At the end of the day, it’s all about teamwork and quick thinking—whether you’re at 30,000 feet or grounded in customer service.