« What price friendship? | Home | Leaders Lead? »
Have you ever been sitting on a plane wondering when the hell you are going to be on the move? Or indeed annoyed by the lack of information coming from the Airline?
Well Dragon Air Pilot Les Gordon, understanding the importance of managing these particular critical customer service moments of truths, developed his own strategy to deal with these. When he is advised from the bridge or wherever, that there are going to be delays, he goes into the cabin and addresses all the customers face to face using a microphone. He is convinced that the strategy has served him well in his years as a pilot.
As timing is everything in the context of dealing with negative situations, and sharing information is paramount; when the personal touch is added to the cocktail; a potential disaster can be turned into a positive for the organisation in the long run.
Remember as we have said many times on this blog, a complaint is truly an opportunity to strengthen the relationship with the client.
Les exceeded the expectations of his clients, and thus also geometrically improved the relationship. A job well done!
****************************
Anyone in the West will know that when you buy an item, you will be more than lucky if the customer service agent hands you the product before you leave - normally it is just left on the counter for your pickup; or indeed, depending on the person's humour, thrown at you! Well each day, I purchased a Wifi Card and was very impressed to see that not only did the receptionist hand me the card, she, and her colleagues gave me the small card with their two hands.
Something very humbling and gracious about their execution of a very simple, but for many challenging deed.
Posted by Kevin Kelly at
May 7, 2007 12:55 PM