Nicholas,
that was not a helpful contribution. I really cannot understand what you mean.
Safety is and will always be no 1 from a UK perspective. (I'm not sure about the USA as their FAA have combined responsibilities which means they have to take commercial interests in to account.)
However, having safety as no 1 is no reason for the awfully slack approach to customer service that exists in many parts of Aviation.
Thus, ALL staff should be obsessed by customer service.