The Associated Press
BUFFALO, N.Y. (AP) - Homeland security is about to be served up with a smile.
U.S. Customs and Border Protection Commissioner Robert C. Bonner is ordering employees to be polite, friendly and courteous. In a recent memo, he said they should greet motorists with smiles and phrases like “Welcome home,” or “Welcome to the United States.”
Motorists will be sent on their way after being told - by neatly dressed inspectors - to enjoy their visit or “Have a nice day.”
“We are a world-class law enforcement organization, and even a single instance of rude or discourteous behavior is one too many,” Bonner said.
Inspectors are also being told to avoid slouching.
The change has upset some employees, who complain they’re already under the immense pressure of trying to prevent terrorist attacks.
Officials told The Buffalo News that the new effort stems from several recent altercations in which visitors were treated poorly.
They would not say whether a July 21 incident, which resulted in the arrest, suspension and indictment of an inspector at the Rainbow Bridge, was a factor. Veteran inspector Robert Rhodes is accused of beating and pepper-spraying a Chinese businesswoman after she ran away from him as he tried to question her about a man caught carrying marijuana.
The woman had no connection to the man.
Rhodes maintains he behaved appropriately, but federal prosecutors said he violated the woman’s civil rights.
State Colin L. Powell has promised the Chinese a thorough investigation.