SMILE. Simple word and we all know its power. Marketers have used it for years, think of all of the smiles in Coke campaigns, but it remains the most effective tool for communicating good customer service.
I fly a lot and almost all of it is with Delta. To the point that I recognize some of their team members. The flight I am currently on is a milestone for me as I join the Million Mile Club somewhere over mid-America. I rarely get anywhere on direct flights, so my normal routine is to sleep for my first leg. That certainly was the plan today. I usually fly first class via complimentary upgrades because of all of my miles, which means breakfast. The woman greeting us as we boarded was one I recognized, but not for good reasons. I remember her because she wakes all sleepers in first class up to ask if we want breakfast. I once asked her why she did that instead of letting us sleep and either make the choice to miss cold cereal or have it later. According to her manual, she is supposed to get a direct yes or no from all of us. I doubt it says to wake us up and frown but that is exactly what she does….so, I settled in and decided to grab a quick nap before the inevitable.
Imagine my surprise when I woke up naturally some while later. Someone else was working this cabin today. I slept. I woke up. I looked around. And as soon as I was obviously awake and settled, the fight attendant smiled and asked me if I wanted anything. I really didn’t, but it made me think of the power of management styles. Sometime in her life, the person that wakes us up had something happen that told her she would always follow the rules, no matter what or how obviously wrong. While the attendant today felt empowered enough let me sleep.
I know I might be stretching things but in a world of Steven Slater, it is obvious how the two groups of people most likely to impact what I think of an airline are the flight attendants and the traffic controllers. Since ATC is a government function, airlines better make sure the flight attendants are good because they can’t control weather or what number I am in line for take off.
Service matters to me. I hope that shows when you visit a Great
Harvest. I hope we have created a culture where your experience is outstanding. If we haven’t, please let me know. If we have, smile back at the person that gives one to you. Little things do matter.
Thanks for reading.
