The whole objective, Monsieur Picard, is to have fairness both ways. When someone is travelling, they deserve to expect an efficient professional experience at the border. The public servants who are administering border services should also expect to be able to function in a safe and respectful work environment. It works both ways.
I suspect that once a certain file of complaints has been received and heard, we'll be developing a pool of experience and expertise that will improve the border experience both ways.