With
all of the changes going on in the airline industry over the last few years, it
has definitely been more the exception rather than the rule when getting great
service while traveling. However, I had a pleasant surprise a few months
ago while traveling back home on United Airlines.
Once everyone had
boarded the plane and we were all getting settled in our seats, expecting to
hear the flight attendant start making their welcoming and safety comments, the
captain himself got on the intercom and started talking to us. He didn’t
stand behind the little wall that tends to hide the flight attendant from the
passengers, but instead stood halfway down the aisle of first class and
addressed the entire plane.
He welcomed us all on
the flight and thanked us for our business and choosing to fly United. He
acknowledged that we have a choice in airlines, and he hoped that this flight
would be a great experience for all of us. He then went on to
introduce the rest of his “team” as he called them, his co-pilot
and flight attendants, saying that they all work together to make the flight
enjoyable and safe. He encouraged us to ask the flight attendant if we
needed anything during the flight and thanked us one more time before he handed
it off to the attendant to finish all of the safety messages. As I
sat there, I couldn’t help but smile to myself and think how a simple gesture
like personally welcoming the passengers set the tone for a pleasant flight and
put the customers in a good mood.
So what can your organization learn from this? Here are three simple ways
to create a stronger team and build customer loyalty:
1. Always look for opportunities to practice what
you preach to your employees
about making their customers feel welcome by talking to customers, saying a
simple hello, asking how their day is, or if there is anything else to help
them with.
2. Remind your employees to look for the 1%
better concept—the little things you
can do while interacting with customers that may not be a huge thing, but may
be huge in the eyes of that customer.
3. Constantly look for opportunities to praise
your team members when you see them
delivering great service to their customers. They will feel valued and
acknowledged for their efforts and want to continue to serve their customers in
a positive way.
I actually was a
little sad getting off the plane at the end of the flight knowing I may not see
that pilot again on another flight, but happy that he had restored my faith in
the airlines and knowing there are leaders out there that really do want
to make a difference.
About
the author:
Kathy Cuff is a senior
consulting partner and one of the principal authors—together with Vicki
Halsey—of The Ken Blanchard Companies’ Legendary
Service training
program.
