TSA Scores by Becoming More Relational

People will accept what they may view as the intrusion of security if they understand its purpose  and, at least as importantly, are treated well in the process.

That appears to be the message in a recent poll of 2,800 people who were asked about the efficacy of government functions. Of all agencies, the Transportation Security Administration (TSA) scored highest among 20 federal functions, with 70 percent of respondents rating TSA as doing an excellent or good job despite the hassles of airport security screens.

TSA has become more relational  to air travelers. It has brushed up its screeners’ uniforms and is encouraging them to be friendlier with travelers. ”We’re communicating with them better, answering their questions instead of being evasive,” says a screener at the Orlando airport. ”I thought we were up there with the IRS as the hated organization.”

The message is that people will endure what they understand needs to be endured if they are treated well in the process. Pretty elementary guidance that’s sometimes overlooked.