Poor customer service at Q
Thread Starter
Join Date: Nov 2001
Location: NY
Posts: 277
Likes: 0
Received 0 Likes
on
0 Posts
Poor customer service at Q
I've had and talked to a number of other people who have had incredibly bad customer service at Qantas; namely booking tickets, and accomodating changes. Has this been others experience?
Methinks that being in a heavy-sided duopoly is to blame.
good airline, poor customer service.
Methinks that being in a heavy-sided duopoly is to blame.
good airline, poor customer service.
PPRuNette
Join Date: Sep 1999
Location: de nile...
Posts: 458
Likes: 0
Received 0 Likes
on
0 Posts
Druglord, it's not that I entirely disagree with some of your sentiments, but I fail to see the reference between poor customer service and what you describe as a heavy-sided duopoly.
At the end of the day, the CSO's in res and the staff at the counters at the Airports, for the majority, are hard-working people who try to tend to their shifts with repeated positivity in sometimes very trying circumstances and situations.
I'm more inclined to be of the opinion that you get the odd nasty pasty who should have given it away years ago, but for the most part, if you are unlucky enough, you might catch a decent worker who's having a shocker of a day!
I doubt there are many who see that they are employed in a secure enough industry to be cocky about 'status' withinh the industry to adopt a blaze' attituted which reflect in their customer service abilities. I'm sure there are a few though.
Trends are showing that the consumer over recent years is adopting a far more aggresive, rather than assertive manner when involved in a customer service transaction.
When in a physical service environment, this can cause quite a 'normal' and positive person to react in a defensive and therefor, seemingly abrupt manner.
I dedicated approximately 15 years to the Customer Service industry, and when I decided to throw in the towel and become my own boss, for a long time I assumed it was because I was sick of dealing with 'office politics' and co-workers' lack of dedication to the job.
It took a long time for me to realise it, but when I did, it shocked me a bit to conclude that I had in fact become loathe to the thought of having to deal with incompetant, rude and abusive a-hole's for 14 hours a day, trying the very best I possibly could to satisfy and deliver!
Not that the thought lingered in the mind permanantly, but there was always the threat, especially in an airport environment, that kaos could break out at the slightest hint of hostility.
Sorry to have rambled on a bit, but it is sometimes better to hear a little from the other side of the arguement before drawing your worst conclusions
Cheers
GG
At the end of the day, the CSO's in res and the staff at the counters at the Airports, for the majority, are hard-working people who try to tend to their shifts with repeated positivity in sometimes very trying circumstances and situations.
I'm more inclined to be of the opinion that you get the odd nasty pasty who should have given it away years ago, but for the most part, if you are unlucky enough, you might catch a decent worker who's having a shocker of a day!
I doubt there are many who see that they are employed in a secure enough industry to be cocky about 'status' withinh the industry to adopt a blaze' attituted which reflect in their customer service abilities. I'm sure there are a few though.
Trends are showing that the consumer over recent years is adopting a far more aggresive, rather than assertive manner when involved in a customer service transaction.
When in a physical service environment, this can cause quite a 'normal' and positive person to react in a defensive and therefor, seemingly abrupt manner.
I dedicated approximately 15 years to the Customer Service industry, and when I decided to throw in the towel and become my own boss, for a long time I assumed it was because I was sick of dealing with 'office politics' and co-workers' lack of dedication to the job.
It took a long time for me to realise it, but when I did, it shocked me a bit to conclude that I had in fact become loathe to the thought of having to deal with incompetant, rude and abusive a-hole's for 14 hours a day, trying the very best I possibly could to satisfy and deliver!
Not that the thought lingered in the mind permanantly, but there was always the threat, especially in an airport environment, that kaos could break out at the slightest hint of hostility.
Sorry to have rambled on a bit, but it is sometimes better to hear a little from the other side of the arguement before drawing your worst conclusions
Cheers
GG
Join Date: Jun 2001
Location: AU
Posts: 26
Likes: 0
Received 0 Likes
on
0 Posts
GoGirl is right. I have spent all my working life involved with Customer Service, from travel agent, airline ground staff and finally a family run/owned tourist business. After a while you just get sick of rude people who expect everything for nothing. A smile costs nothing. There are far more nicer people than nasty ones but unfortunately you will remember the nasty ones. Some months back my family had to sell a much loved business due to a tragic death in our family, we gave our hearts to that business - do I remember all the lovely wonderful people who were there for us? No I remember the very last customer before I shut the door, he was so nasty I actually broke down in tears. Sorry if this is a bit off track. I have had a pax collapse next to me on a recent flight and whilst the staff were assisting, another pax asked the f/a (who had the oxygen bottle) for another gin and tonic!
Join Date: Oct 2002
Location: S/E Australia
Posts: 210
Likes: 0
Received 0 Likes
on
0 Posts
Hi Druglord,
yes i have heard from many the same, but it was to do more with in-flight service, and yes - accomodating changes too.
Apparently their current level of service is something like 1 flight attendant to 35 people (economy). It alarms me to hear that with alot of bad service stories going around, that they are or have, changed this to being 1 FA to 50 pax (econ).
Not good numbers, when your craving for that drink.
Airlines that have the thumbs up for great service, newer aircraft with all of economy decked out with individual screens for all pax (something which QF still have not completed) and in most cases cheaper tickets are: BA, Emirates and JAL.
yes i have heard from many the same, but it was to do more with in-flight service, and yes - accomodating changes too.
Apparently their current level of service is something like 1 flight attendant to 35 people (economy). It alarms me to hear that with alot of bad service stories going around, that they are or have, changed this to being 1 FA to 50 pax (econ).
Not good numbers, when your craving for that drink.
Airlines that have the thumbs up for great service, newer aircraft with all of economy decked out with individual screens for all pax (something which QF still have not completed) and in most cases cheaper tickets are: BA, Emirates and JAL.
Join Date: Oct 1999
Location: Ozmate
Posts: 23
Likes: 0
Received 0 Likes
on
0 Posts
The CASA requirement for the ratio of f/as to pax for Australian based carriers is 1:36. This is not per class but per aircraft.
This requirement has not changed to 1:50 (although other foreign based carriers are permitted to have this 1:50 ratio).
The legal requirement is 1:36
Qantas in all its different configurations, never has less than the legal minimum (obviously) and on certain configs even has a 1:26 ratio.
This requirement has not changed to 1:50 (although other foreign based carriers are permitted to have this 1:50 ratio).
The legal requirement is 1:36
Qantas in all its different configurations, never has less than the legal minimum (obviously) and on certain configs even has a 1:26 ratio.
Join Date: Nov 2002
Location: USA
Posts: 13
Likes: 0
Received 0 Likes
on
0 Posts
Being a fairly frequent traveller on both JAL and Qantas, I know which airline has by far the better service.
Sometimes I can't avoid it, but I definitely prefer not to line up in the far Q.
Sometimes I can't avoid it, but I definitely prefer not to line up in the far Q.
Join Date: Mar 2001
Location: Brisbane
Posts: 1,219
Likes: 0
Received 0 Likes
on
0 Posts
I agree that around the collapse of ANSETT there was a big drop in customer service. I travelled business class just after the collapse and was wondering why I'd paid the extra money.
Although I will say the service seems to have recovered a fair bit - albiet not to the pre-Ansett collapse level.
That's my 2 cents thrown in for free
Although I will say the service seems to have recovered a fair bit - albiet not to the pre-Ansett collapse level.
That's my 2 cents thrown in for free
PPRuNette
Join Date: Sep 1999
Location: de nile...
Posts: 458
Likes: 0
Received 0 Likes
on
0 Posts
P-A-F
You are entirely correct when you say that around the time of the collapse of Ansett you noticed a marked decline in the Customer Service you received with QF.
Again, I urge you to take a look at the other side of the arguement;
Overnight, Qantas and Virgin Blue both experienced a huge influx in customer demand - obviously
As it has taken time for the travelling public to adjust, just as it took time for the staff to as well, and you demonstrate that point when you make the comment that ;
Take into account general staff morale, and then the arguement is complete. (Of course, there is always the individual factor as I illustrated in my first post on this topic...the occassional nast pasty)
Regards
GG
You are entirely correct when you say that around the time of the collapse of Ansett you noticed a marked decline in the Customer Service you received with QF.
Again, I urge you to take a look at the other side of the arguement;
Overnight, Qantas and Virgin Blue both experienced a huge influx in customer demand - obviously
As it has taken time for the travelling public to adjust, just as it took time for the staff to as well, and you demonstrate that point when you make the comment that ;
Although I will say the service seems to have recovered a fair bit - albiet not to the pre-Ansett collapse level.
Regards
GG
Join Date: Jan 2001
Location: NSW Australia
Posts: 233
Likes: 0
Received 0 Likes
on
0 Posts
A quick reality check people!
Thanks to VB, we have now entered the era of the financial bottom line. The days of enjoying a sumptuous meal served by a stunning hostess who smilingly waits on your every beck and call are over.
Everything now is about cost, folks! At QF, as it tries to compete with an airline that got the biggest sweetheart deal from the unions ever (to keep jobs going post-Ansett) everything is aimed at reducing costs. Staff are merely considered as a finacial drain on the bottom line, and they know that their conditions are under threat every day. Dixon has spent the last few months telegraphing this! Do you think that this might have some effect on staff morale and service levels? You betcha!
It is interesting that the travelling public expect to get more and more and pay less and less to get it. The airlines are nearly sending themselves broke in an attempt to do this, in a "if I go broke after you, then I win" business model. Your economy inseat videos will probably come at the expense of more pressure on wages and conditions for those who work for the airline. Do you think that this might have some effect on service levels? You betcha!
In Australia, people still think that we live in the era of great airline travel. Thanks to the low-cost operator, those days are over. It will all be cost, cost, cost, and in the future, airline travel will more probably be like bus travel. A shame for those who still genuinely take pride in their job, but after all, it's all about cost right? In my opinion, you get what you pay for. If you don't want to pay much, then don't expect much!
As for rude staff, I agree with the posters who've spent some time behind the counters. They deal with hundreds of customers every day, while you only deal with one staff member. People at airports can be incredibly rude themselves, but staff are expected to smile politely and succumb to their every whim. It seems that buying an airline ticket somehow excuses people from any standards of commonsense or personal courtesy.
I used to travel regularly in first class on duty. For many of these passengers, the words "Please" and "Thank-you" didn't exist and the F/As questions were usually met with a gruff "Fish" or "Beef". I (as a pilot) took my hat off to the cabin crew who worked there and never told these charming passengers to get stuffed!
Yes folks, I'm afraid that the golden days of air travel are gone forever. The sooner you get used to the idea, the better. It's probably the travelling public, who would fly "Air Botswana" if it was $5 cheaper SY-BN who are as much to blame as anyone.
Do I sound bitter and twisted? I guess so - but I just get tired of reading about the dreadful QF service that people have received, as if it's the fault of the individual staff members. There is more to it than your individual experiences, and this is just the start. It will get worse in my opinion. As for me, I will continue to take pride in my job and perform my duties to the best of my ability whether the punters appreciate it or not. Fortunately, there is now a bullet-proof door between them and me so that they cannot vent their frustrations at me, personally (unlike the cabin crew).
Phew!! I feel much better now!
Thanks to VB, we have now entered the era of the financial bottom line. The days of enjoying a sumptuous meal served by a stunning hostess who smilingly waits on your every beck and call are over.
Everything now is about cost, folks! At QF, as it tries to compete with an airline that got the biggest sweetheart deal from the unions ever (to keep jobs going post-Ansett) everything is aimed at reducing costs. Staff are merely considered as a finacial drain on the bottom line, and they know that their conditions are under threat every day. Dixon has spent the last few months telegraphing this! Do you think that this might have some effect on staff morale and service levels? You betcha!
It is interesting that the travelling public expect to get more and more and pay less and less to get it. The airlines are nearly sending themselves broke in an attempt to do this, in a "if I go broke after you, then I win" business model. Your economy inseat videos will probably come at the expense of more pressure on wages and conditions for those who work for the airline. Do you think that this might have some effect on service levels? You betcha!
In Australia, people still think that we live in the era of great airline travel. Thanks to the low-cost operator, those days are over. It will all be cost, cost, cost, and in the future, airline travel will more probably be like bus travel. A shame for those who still genuinely take pride in their job, but after all, it's all about cost right? In my opinion, you get what you pay for. If you don't want to pay much, then don't expect much!
As for rude staff, I agree with the posters who've spent some time behind the counters. They deal with hundreds of customers every day, while you only deal with one staff member. People at airports can be incredibly rude themselves, but staff are expected to smile politely and succumb to their every whim. It seems that buying an airline ticket somehow excuses people from any standards of commonsense or personal courtesy.
I used to travel regularly in first class on duty. For many of these passengers, the words "Please" and "Thank-you" didn't exist and the F/As questions were usually met with a gruff "Fish" or "Beef". I (as a pilot) took my hat off to the cabin crew who worked there and never told these charming passengers to get stuffed!
Yes folks, I'm afraid that the golden days of air travel are gone forever. The sooner you get used to the idea, the better. It's probably the travelling public, who would fly "Air Botswana" if it was $5 cheaper SY-BN who are as much to blame as anyone.
Do I sound bitter and twisted? I guess so - but I just get tired of reading about the dreadful QF service that people have received, as if it's the fault of the individual staff members. There is more to it than your individual experiences, and this is just the start. It will get worse in my opinion. As for me, I will continue to take pride in my job and perform my duties to the best of my ability whether the punters appreciate it or not. Fortunately, there is now a bullet-proof door between them and me so that they cannot vent their frustrations at me, personally (unlike the cabin crew).
Phew!! I feel much better now!
PPRuNe's Paramedic
Join Date: May 2001
Location: tropical north
Posts: 322
Likes: 0
Received 0 Likes
on
0 Posts
To QF Masct Staff
Wellll off on holidays I went late May. A 4 week break from the dusty red centre I call home of late. 550 km drive to Alice Springs (because Air North doesnt fly here on the weekend), then following morning after a nice sleep-in at the "Rydges" (was very nice too!) left on a QF flight to Sydney then was to catch a connector to Melbourne with a 4 hour wait in Sydney.
Now out of the numerous flights to depart Alice Springs that day, mine was the only one to run on time! Whhoooo hoo! Then, a rather pleasant flight to Sydney followed, and no cardboard lunch box either! It was real food.
Happier by the minute, resting in Sydney, I prepared for a quiet few hours reading my new Kathy Reichs book. (Darned good read for those who like the forensics field) and thought to go find the departure gate for my Melbourne flight before I got too engrosed.
I walked past the loos and there was a couple of QF management chaps and a fireman with an oxygen pack standing outside.... mmm somethings up... My gate was a few metres from the loos so I turned back toward the lounge area, and watched as a lone male paramedic cruised into the female loos.
Now I figured something was seriously amiss and I offered a hand given my profession. The managent guys looked pretty chuffed, declined and one took my ticket after enquiring about my destination. He came back in a few minutes with row 2 seat printed on the boarding card and notified the QF lounge I would be up shortly.
Now they didnt have to do a thing, but they did. It made my holiday! Soooo thanks guys, the coffee is nicer upstairs with the choccy cake!
Ive found over the years customer service is the cheapest investment a company can make, and to loose customers is the most expensive long term financial haemorrage a company could suffer, apart from investing in HIH shares.
Ive certainly seen improvements in QF the last year or so. We also have a unique problem. We will soon have no customer service at all, let alone one we can bitch about in Tennant Creek. Can anyone convince Air North to keep flying through Tennant Creek... Common, I know is a dive of a place, but the folks here are wonderful people on the whole. Someone help, as we totally loose all services prospectively in October.
The nearest airline serviced airports are Alice Springs at 550km, then Katherine at 680km, then Darwin at 1000km. If you wish to bring the Isa into the picture, thats 480 km odd east, and the road is noooooo picnic to drive on.
The roads to anywhere here involve incredibly long and boring legs, which at times are dangerous with animals and tired tourists. We are paying in excess of $1000 return ticket on the metro milk run to Darwin and dont mind so much if we get out of the place once in a while. I dont mind the extra landings, I get to see friends from my aviation days, but please dont take our one link to the outside world.
Now out of the numerous flights to depart Alice Springs that day, mine was the only one to run on time! Whhoooo hoo! Then, a rather pleasant flight to Sydney followed, and no cardboard lunch box either! It was real food.
Happier by the minute, resting in Sydney, I prepared for a quiet few hours reading my new Kathy Reichs book. (Darned good read for those who like the forensics field) and thought to go find the departure gate for my Melbourne flight before I got too engrosed.
I walked past the loos and there was a couple of QF management chaps and a fireman with an oxygen pack standing outside.... mmm somethings up... My gate was a few metres from the loos so I turned back toward the lounge area, and watched as a lone male paramedic cruised into the female loos.
Now I figured something was seriously amiss and I offered a hand given my profession. The managent guys looked pretty chuffed, declined and one took my ticket after enquiring about my destination. He came back in a few minutes with row 2 seat printed on the boarding card and notified the QF lounge I would be up shortly.
Now they didnt have to do a thing, but they did. It made my holiday! Soooo thanks guys, the coffee is nicer upstairs with the choccy cake!
Ive found over the years customer service is the cheapest investment a company can make, and to loose customers is the most expensive long term financial haemorrage a company could suffer, apart from investing in HIH shares.
Ive certainly seen improvements in QF the last year or so. We also have a unique problem. We will soon have no customer service at all, let alone one we can bitch about in Tennant Creek. Can anyone convince Air North to keep flying through Tennant Creek... Common, I know is a dive of a place, but the folks here are wonderful people on the whole. Someone help, as we totally loose all services prospectively in October.
The nearest airline serviced airports are Alice Springs at 550km, then Katherine at 680km, then Darwin at 1000km. If you wish to bring the Isa into the picture, thats 480 km odd east, and the road is noooooo picnic to drive on.
The roads to anywhere here involve incredibly long and boring legs, which at times are dangerous with animals and tired tourists. We are paying in excess of $1000 return ticket on the metro milk run to Darwin and dont mind so much if we get out of the place once in a while. I dont mind the extra landings, I get to see friends from my aviation days, but please dont take our one link to the outside world.
PPRuNette
Join Date: Sep 1999
Location: de nile...
Posts: 458
Likes: 0
Received 0 Likes
on
0 Posts
Part of the problem QF already has, and it will only get worse, as 3 bars points out, is that all the time it is coming into line at becomming a cost-cutting Airline, it continues to market a Premium Product.
The resource and infastructure that once supported this product is no longer available to the staff who are still required and expected to deliver the service of what once was a premium product.
NC a great story
A lot of these men and women do deserve better recognition for the jobs that they do, but like any industry, it rarely happens. Or when it does, it happens to some a'hole who least deserves it
cheers
GG
The resource and infastructure that once supported this product is no longer available to the staff who are still required and expected to deliver the service of what once was a premium product.
NC a great story
A lot of these men and women do deserve better recognition for the jobs that they do, but like any industry, it rarely happens. Or when it does, it happens to some a'hole who least deserves it
cheers
GG
Bottums Up
Hey NC, the road to Isa's not that bad! Well not till you cross the border into QLD anyhow! 
The answer to keeping a service into TFC is for the public to use it. Air North can't really be expected to drop in there as a charity.
The answer to keeping a service into TFC is for the public to use it. Air North can't really be expected to drop in there as a charity.
PPRuNe's Paramedic
Join Date: May 2001
Location: tropical north
Posts: 322
Likes: 0
Received 0 Likes
on
0 Posts
Ah, Capt Claret, Sir
I do use the service on a regular basis! but given the lack of available seats, it makes it a very difficult option at times esp when I usually flew on the weekends.
Now I have to go buy my own plane....
Good excuse to fly myself around again I guess.
I do use the service on a regular basis! but given the lack of available seats, it makes it a very difficult option at times esp when I usually flew on the weekends.
Now I have to go buy my own plane....
Good excuse to fly myself around again I guess.
Join Date: Nov 2002
Location: Brisvegas
Posts: 243
Likes: 0
Received 0 Likes
on
0 Posts
Three bars some interesting points. Not too sure however if you need to take a step back and look at the big picture.
Sumptuous meals served by stunning hostesses waiting at your beck and call has never been an option in economy in this country, EVER!
The travelling public DO expect to pay less and get more. After being ripped off for over 50 years, I wouldn't expect much less. Flying is no longer the domain of the wealthy elite!
I don't see either of the two airlines going broke trying to achieve their objectives. Virgin is making money hand over fist and Qantas are not travelling too bad either.
When did ozzies EVER think they lived in an era of great airline travel? Most of them could never afford it so wouldn't have a clue.
Thanks to low cost carriers around the world, millions more people can now afford to travel to destinations they previously would never have even considered (by air).
I think the golden days of air travel are just beginning, because nearly everyone can afford it now.
I think those first class snobs you referred to are apalling, just as were some of the elitist pilots who were so far up them selves they hadn't seen the light of day for a good while.
I understand your sentiment re the way things have changed, it's just that some of us have a very different perspective of where things are now compared to what they used to be. I personally never want to see that fore gone era again. Way too pretentious, way too expensive and no value for money.
Sumptuous meals served by stunning hostesses waiting at your beck and call has never been an option in economy in this country, EVER!
The travelling public DO expect to pay less and get more. After being ripped off for over 50 years, I wouldn't expect much less. Flying is no longer the domain of the wealthy elite!
I don't see either of the two airlines going broke trying to achieve their objectives. Virgin is making money hand over fist and Qantas are not travelling too bad either.
When did ozzies EVER think they lived in an era of great airline travel? Most of them could never afford it so wouldn't have a clue.
Thanks to low cost carriers around the world, millions more people can now afford to travel to destinations they previously would never have even considered (by air).
I think the golden days of air travel are just beginning, because nearly everyone can afford it now.
I think those first class snobs you referred to are apalling, just as were some of the elitist pilots who were so far up them selves they hadn't seen the light of day for a good while.
I understand your sentiment re the way things have changed, it's just that some of us have a very different perspective of where things are now compared to what they used to be. I personally never want to see that fore gone era again. Way too pretentious, way too expensive and no value for money.
Join Date: Jan 2003
Location: Brisbane
Posts: 10
Likes: 0
Received 0 Likes
on
0 Posts
I flew Qantas for the first time in February. I was looking forward to catching the brand new A330. I checked in with an older QF staff member at BNE. The whole 3 minutes it took for me too check-in, the only thing he mumbled to me was "How many bags?"
On top of that, he didnt smile, greet me or even look at me the whole time. To my way of thinking that aint good service.
Then when I boarded the new Airbus I sat in my new International Style Economy seat. For some reason though my seat was smaller than any other seat ive ever flown in.
After take off I found the cabin crew were unpleasant, rude and had faces that looked like twisted sandshoes. Im sorry but I dont care what problems QF are having with regards to money, but at the end of the day I as a paying passenger am paying their wages and I dont think it is much to ask for a smile. If they dont want to be there than get a job in a restaurant. To top that off my box containing that sad cup of water, 2 Saos and a slice of cheese was literally tossed at me, not passed.
On the return leg, I also dont like being told I cant be moved to another seat on the plane when there is a safety fault with the one im in. For some reason as soon as i put my back against the chair it wouldnt stay in the upright and locked position. Am I right in thinking that is a safety issue? Ironically I was on a 737-400 named "Trust"....Indeed!
Next up Im trying out Virgin Blue, and for $39 one way to SYD, im not worried bout the lack of food or comfort. At least I know Ill see happy faces and its cheaper than a cab to the city.
My 2 cents
On top of that, he didnt smile, greet me or even look at me the whole time. To my way of thinking that aint good service.
Then when I boarded the new Airbus I sat in my new International Style Economy seat. For some reason though my seat was smaller than any other seat ive ever flown in.
After take off I found the cabin crew were unpleasant, rude and had faces that looked like twisted sandshoes. Im sorry but I dont care what problems QF are having with regards to money, but at the end of the day I as a paying passenger am paying their wages and I dont think it is much to ask for a smile. If they dont want to be there than get a job in a restaurant. To top that off my box containing that sad cup of water, 2 Saos and a slice of cheese was literally tossed at me, not passed.
On the return leg, I also dont like being told I cant be moved to another seat on the plane when there is a safety fault with the one im in. For some reason as soon as i put my back against the chair it wouldnt stay in the upright and locked position. Am I right in thinking that is a safety issue? Ironically I was on a 737-400 named "Trust"....Indeed!
Next up Im trying out Virgin Blue, and for $39 one way to SYD, im not worried bout the lack of food or comfort. At least I know Ill see happy faces and its cheaper than a cab to the city.
My 2 cents
Join Date: Jun 2003
Location: Australia
Posts: 175
Likes: 0
Received 0 Likes
on
0 Posts
It sounds like QANTAS is becoming just like Continental Airlines was before Gordon Bethune took over.
QANTAS obviously needs a change in direction.
Old chinese proverb, "A fish rots from the head down"
Please consider.............
QANTAS obviously needs a change in direction.
Old chinese proverb, "A fish rots from the head down"
Please consider.............
