SModcast #106

If you’re at all interested in customer service, new media, body image, or just simple humanity, you owe it to yourself to listen to SModcast #106. Especially if you’ve only followed the “Southwest Airlines affair” from stories like this. If you have delicate sensibilities you will likely be horrified by the experience, but bear with it, as the underlying ideas are profound. Although far less entertaining, Southwest Airlines’ part of the conversation is also a worthy read.


Charles Pritchett's picture
Charles Pritchett on February 16, 2010 - 16:06 Permalink

Smith’s also got a great write up over at his blog:…

At the time of writing this comment it’s the last 2 entries.

oliver's picture
oliver on February 16, 2010 - 17:26 Permalink

Southwest’s post seems to have been taken down. I think Smith’s justly outraged, more or less, and I was rapt for while, but really two hours is more than I want to hear probably anybody going on about such an experience—which isn’t alien or exotic or something that I or many other people go through and find ourselves outraging about. It’s nice that new media make all this testimony available instantly everywhere and for eternity, but obviously if everybody did as Kevin Smith, there would be no listening or sorting through it all—let alone analysis or criticism. If it humiliates you when somebody indicates that they can see what is visible to everybody (that more than, say, 25% of your size and weight is fat), is it the fault of the person or company indicating it? What if we were talking about height? In that regard, some of Kevin Smith’s outrage is misplaced, and we might be better off hearing somebody go on about our psychology and culture.

oliver's picture
oliver on February 16, 2010 - 17:27 Permalink

whoops: “isn’t alien or exotic or something that I or many other people DON’T go through” is what I meant.