There's always a reason

I always try to see the reason behind what people do. The person who did my job before me used to visit the planes and everyone would deride him for simply asking if everything was ok and leaving rather than arriving in time to do a thorough check and see for himself. I planned to do better but now that I am doing his job I see the reason he often only had time to ask if they needed anything. The caterers have the same problem- they are supposed to board the plane and swap out all the carts for new ones but often they just open the carts and see what’s missing and attempt to replace just a few cans. This keeps them from having to go to the kitchen so often and helps them keep up with the workload when weather gets bad and all the planes seem to come in simultaneously. But no one knows this- they think the caterers are just lazy and don’t want to do their jobs.

Is that the same as an excuse? I don't think so. I think sometimes people are legitimately thwarted in their best attempt to do whatever they are supposed to be doing. It's different than making up something when you weren't really trying.

Flight attendants often think passengers are crazy with their myriad little quirks. One wants to spend the whole time in the bathroom, one is desperately trying to avoid putting their bag in the overhead- they all have their little issues and they all have their reasons. Usually if you just take the time to ask what’s going on and assume the best of people you’ll find out that most of the crazy people make sense after all.