Nov. 15, 2007
I am a Platinum flyer with one of the major airlines. That means I fly at least 75,000 miles a year. It means I get to see a lot of great places around America. It means I get to routinely visit interesting, progressive credit unions. It also means that I have to eat way more meals out than I care to. And it means a whole lot of time is spent packing and unpacking suitcases.
Today, I heard a phrase that I have heard on three of my last four flights. After we landed and the plane was taxiing to the gate, the lead flight attendant said, “We thank you for your patience and do look forward to better serving you on a future flight.” It is getting a little old and wearing a little thin.
I am not a big fan of, “We thank you for your patience.” What, exactly, were my options? The mistake the airline made today meant I was about to miss my connecting flight and would have to rearrange my entire day. The mistake they made last week meant I missed a good share of my first day of a short vacation with my wife. I have great patience for “Act of God” situations that arise. But company problems that keep arising erode my confidence a great deal. Consistency attracts – inconsistency repels.
Let me comment on the phrase, “…and do look forward to better serving you on a future flight.” I look forward to that as well. I have not been seeing it recently, but I do look forward to it. I have had hope that “better service” is coming, but the phrase is beginning to sound like “wolf!”
A part of world-class service is being gracious when things go wrong. And that phrase is certainly a gracious phrase. But another crucial element of world-class service is fixing the problems that keep occurring so they don’t continue to happen. A kind smile and a gracious apology are good, but they are not nearly as good as doggedly going after the issue and making the needed changes so it doesn’t happen again.
Be kind. Be gracious. And be good. Really good!
Keywords: Airline, Good, Gracious, Patience, Platinum, World-Class