I recently had a chance to see and feel how a few simple words can really make the difference in changing and enhancing your Customer Service interaction.
I had been in Dallas for an extremely exciting and fun convention. (see, already simple words at work. “Exciting and Fun”) I was tired and ready to head home. I arrived at the airport, feet dragging, sleepy and a little early. After waiting two hours, we were boarded and ready to go.
After we had pushed from the gate, the captain came on, and I was expecting the usual pre-flight “Welcome to our Airline” spiel, when I was pleasantly surprised.
The Captain announces “Welcome to our Airline, and briefly I want to tell you a little about our plane and crew.” This is different I thought to myself.
“This plane is a Super 80 aircraft and is designed to provide you with the quietest and nicest ride.” Wow, nice and quiet ride. “Our crew is the happiest and friendliest crew and on behalf of them and myself I invite you to sit back and enjoy our service.” The happiest and friendliest crew proved to be a very true statement.
I think providing good service in a noisy crowded moving transportation vehicle has got to be a tall order. Add in the logistics of tight quarters, sardine like seats, people with attitudes and the simple fact that you never see the same people twice to even attempt to build a relationship. It’s actually quite amazing that airlines receive high marks for anything in customer service when you think about it.
So, this crew, the “Happiest and Friendliest” crew, were they? I can say with a resounding Yes! they were. One crew member told everyone that she was happy and you could see that reflected in their faces when as she worked her way up and down the aisles. I observed them talking with other passengers as they finished collecting all the usual cups and papers and they really took their time to say something nice to nearly everyone. The difference was, they meant it.
I started this article off with simple words. By stating up front the plane was the nicest and quietest ride, it became the nicest and quietest ride. By stating the crew was the happiest and friendliest it became the happiest and friendliest.
If you were to tell your customers that you are “The Professional at making your experience the greatest” you become "The Professional" at making their experience the greatest. And you will be as long as you mean what you say.
A few simple words can really make the difference in your Customers experience.
