Service is the Heart of Business

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Experience v. Explanation

How many times have we been victim of or the perpetrator of explaining rather than creating the forum for an experience?  The answer is - far too many!  When we remember that people (we) like to buy but don't like to be sold, it's easier to halt the boring fact-filled presentations and actually listen and learn what a buyer (or we) expect from a relationship.

Be Your Best Self

We are all asked to adapt and embrace change - sometimes more frequently than we are willing to accept.  However, when we are part of a large organization and change is thrust upon us, we need to remember that all of our actions impact our customers.  Though our competence with new systems may be minimal, our sincerity in working through the changes on their behalf will be the stories positively retold.

When I react as I'd like to be treated or know (from asking) that a customer would like to be treated, I am able to put my best self forward.

Amazing Postal Service

As expected, my 4:25 p.m. Southwest flight arrived early.  Traffic moved smoothly.  For those who don't procrastinate, it's worth mentioning that today is the deadline for filing 2010 U.S. Income Tax Returns.  Our long-time CPA had slogged through the paperwork we provided and our family returns were waiting for signatures, money and postage.  I completed all of the necessary steps and arrived at my neighborhood Post Office at their 5:30 p.m. closing time.  An accommodating supervisor spared me the 20 minute self-serve ordeal and allowed me to be their last customer of the day.  The customer service representative at the window handled my transaction in 2 minutes or less and provided a receipt that our 5 returns were posted to their various destinations.

There are wonderfully helpful people everywhere.  When we receive amazing service, one way to pay it forward is to share the experience.

Sweet Deal

I was glad that reservations at the Four Seasons had been made weeks in advance when we received notice that overflow conference attendees would have to find accommodations at nearby hotels.  After cramming in three appointments before leaving Houston at 2:00 on Tuesday, I'd just driven three hours while juggling work related challenges via cell phone. When I arrived to claim my hotel reservation, I had just over an hour to resolve one more work related issue before engaging with the attendees at our event.  All of my carefully orchestrated logistics had worked so far. I was glad to have arrived with ample time to spare and I expected to have a room waiting for me.

The vibrant crowd at the bar was the first indication that all those making reservations had actually arrived.  I congratulated the gracious young woman assisting me on the hotel's stellar occupancy.  When I asked when most guests had arrived she responded, "Sunday".  Because the hotel was fully booked, it took longer than usual to locate a vacant room.  Though the hotel clerk was trying not to reveal concern, I knew something was amiss, but exhibited no angst or frustration.

I patiently waited and when she announced that she was putting me in a room with a lake view, I enthusiastically responded, "That will be lovely."  A few more moments of computer key strokes followed before she broke the delightful news that she was putting me in an executive suite.  I quickly told her how grateful I was for the upgraded accommodation.  She came out from behind the registration desk to present my key, apologize for the wait and provide a brief logistical orientation. 

I suspect that this composed, considerate hotel associate had been dealing with frustrated, demanding guests all day.  When she had the opportunity to reward a guest who pleasantly engaged and patiently waited, she did.  I've already shared the story of her exceptional customer service with a few others.  She brightened my day and reinforced my belief that when we treat others as we believe they want to be treated, the giver and receiver are often rewarded in unexpected ways.

Learning from Boeing - What Makes Passengers Happy?

I had the opportunity to hear Ken Price, Director of Passenger Revenue at Boeing describe their fascinating approach - to make everyone happy, by making the passenger happy.  He described a passenger-centric, research-based approach to designing the 787 Dreamliner which is instructive regardless of our industry.

Though they could control only the actual plane design, Boeing wisely chose to focus on the total passenger experience, beginning with the trip to the terminal. He shared a one-frame editorial cartoon featuring cattle complaining about being treated like passengers.

They were determined to understand customer preference.  As a result, their design welcomes passengers to the airplane with an architectural archway.  Their use of LED lighting and bin space design enhance the interior space. The installation of large windows with electronic screens provide a view to all passengers regardless of seating or the window seat passenger's preference. They added lower cabin altitude, improved cabin humidity and temperature control.

But they didn't stop there.  They decided to positively influence things they can't control that impact the customer experience.  Though Boeing doesn't make seats, their research identified 8 critical criteria for seats.  They shared this research with seat manufacturers and ultimately added a seat catalogue to their manufacturing specifications.

And they were determined to positively impact the passenger's on-board experience.  Working with Disney, they created a course for airlines. Boeing attends the course with the airline and pays for half of the training cost.

Boeing determined that preference drives demand, which drives increased revenue, which drives happiness.