maximizing human potential through Life's Most Powerful Question.

W.I.N. Wednesday: Our service sucks! Wanna still do business with us?

On a recent flight I was surprised to hear one of the flight attendents telling two of the other business class passengers that the service with their airline is horrible. She was telling them about a bad experience she had as a flier on the airline she worked for and was commiserating with them as they complained about some of the service they had recently received. 

The flight attendant went on to tell this couple that the airline had hired a company that did the 'secret shopper' experience so they could provide the airline with feedback on every aspect of the customer experience with the aim of improving customer service. I am not sure how she knew they were not 'secret shoppers'. 

As a customer the last thing I want to hear from any employee is that the service with that company sucks. Bitching about your employer, the company who pays your salary, in no way enhances by my view of you, or the company. If enough customers listen to you and leave and go to another airline, or another service provider then you may find yourself out of work. 

What's Important Now? - If your organization has a reputation for service that sucks then do something about it. Ensure that I have a great experience in dealing with you. If I am bitching about the company to you then tell me you are sorry to hear that I had a bad experience with someone in the company and let me know that you will do whatever you can to ensure I have a great experience. Be an agent for change. Be part of the solution, not part of the problem. 

Take care.

Brian Willis


Maximizing human potential through Life's Most Powerful Question - What's Important Now?

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