How was your flight? Customer Service must be “tellable”
Being a national speaker and consultant puts me on a lot of planes every year. Some air lines down right suck (American, US Air, and Spirit) with their horrible on-time rates (just try to get a US Air shuttle out of La Guardia to Washington DC and not be delayed HOURS) to their very perfunctory flight attendants and air crews.
Not one person focusing on the customer experience. Just get the plane in the air and back on the ground again, skip the courtesies, this is a business.
Compare that with Jet Blue or Southwest. Both airlines, even though they are vastly different in terms of price point and amenities, care about the customer experience in their own ways. Southwest is famous for the stand up comic routine of the flight attendants (“For those of you who have not been in a car since 1963, this is a seatbelt” during the pre-flight safety instructions.) Both airlines make you feel comfortable and try to give you a happy flight.
After a flight, the most common question I get from the company that is hosting me is “How was your flight?” I assume that many if not all, the folks on that flight will be asked the same question. That’s 175 people getting asked the same question about one airline.
That same kind of question is often asked of your clients after you deliver a service or product. Their friends and neighbors will ask “How was the dentist?”, or “How was the carpet cleaner?” These questions can only be answered in one of three different ways:
- They will say something nice about you and your business
“Vance, how was your flight?” It was great, you’ll never guess what the flight attendant said, they were on time and the pilot gave us a great tour of the East Coast.” “WOW! What airline were you on?” And from there a conversation is started.
- They will say nothing about you and your business.
“Vance, how was you flight? “It was OK”. No conversation ensues.
- They will say something derogatory about you and your business.
“Vance, how was your flight?” “I can’t begin to describe how rude and surly the flight attendant was…” And then the delays… And no apology for the delays… Then there was no ice…” “WOW! What airline were you on?” and from there a NEGATIVE conversation is started.
As Walt Disney always said, “Our business must be tellable”. That is true.
But in what context do you want your business “told about”?
What customer experience do you want them to have?
If you asked someone about your business, what conversation would be had or would there even be a conversation as in answer #2 above?
Remember, you won’t profit unless you implement,
Vance “Waiting for his flight” Morris
