Are your skies friendly anymore?Every standup comedian/comedienne has airline jokes. Either that or they should! Really if you look at it, could there be an easier target? The experiences we share as flyers make for some good laughs. The airline industry serves as common ground for people that love to complain. I fly some, and I notice things. Lots of things over time. I've seen the policies and nuances of the airlines change, even when the foot soldiers that have to do the work disagree with the plan. Charge me for luggage. Charge me for food. What's gone upside down here?
As the unions that represent airline employees shiver, many US airline companies turn losses into bigger losses. Layoffs, salary concessions and service cutbacks result. Not all the US based airlines suffer, some are doing well, those short-hop carriers that understand the market forces and adapt are actually growing. Southwest, JetBlue, good for you guys! It's the larger more established airlines that are buckling under the weight of cost increases, fare stagnation and years of pensions, benefits and aging fleets. All this aside, the dynamics of flying have changed. The flight attendants are the folks that we see and get to interact with. Their customer service skills are what give us positive or unfavorable impressions of our travels. I see the flight attendant corps of men and women as older, much older than when I first started flying for business. The younger set fell victim to layoffs and cuts, leaving their well-tenured peers to get back on the planes and resume the duties they had some 15-20 years ago. Yeah, back when. When flying was glamorous, destinations were new, YouTube was a dream, and meals were served. Now these newly reappointed "sky valets" cram overstuffed carry-on bags into crowded overhead compartments, abide by and enforce tighter security roles and sell us overpriced snacks and drinks. You think flying today stinks? I have news for you, so do they! They didn't sign on for this, but just like us passengers, they're doing it and carrying the load. I have seen these realities dent and damage the attitudes of the flight staff. They don't have the "come fly with us" smile as they once did. It's not fun anymore, all the cutbacks mean less travel perks and benefits. It affects their service level and attitudes. I can't be alone in this, you may have also noticed a change? Where did the whole "customer service on board" philosophy go?
I have seen the pendulum swing high on its arc towards less customer service and lousy attitudes. Now I've noticed something new... it is starting to swing back the other way! I fly different airlines, small and large. I noticed in Australia the fine example of airlines doing it right. Richard Branson's Virgin Blue Airways was established in Australia to buck the monopoly that giant Quantas Airlines was enjoying. He bought new planes, set them up with high tech monitors and systems allowing live satellite TV and internet in flight. For every seat! Sure it's a pay service, but we like TV and Internet, so if the price is reasonable (which it is) we'll pay. They charge for snacks and food, just like in the states. Their selection however, makes sense. They offer and serve things that we like, so I witnessed more people than not buying a muffin, a large candy bar, etc. He hired young flight attendants and waved the promise of travel, excitement and a feeling of "hip and now" to the position again. They wear fashion forward uniforms that look like they were designed recently, nice colors and cut. I saw the difference! Virgin America has the same philosophy, they have a perky enthusiastic staff and you notice it early in your flying with them. I can say the same for JetBlue and Southwest, at least in what I've seen. These new flight attendants like their work, smile and deliver great service. It really is coming back. What can I say about the big guys, the American, United, USAir and Delta? See the change. Make a change. It's attitude. It's training and it's confidence. It starts with the captain of the business. The right leader spurns successful people to overachieve and deliver. Lousy, drab leadership brings everyone down a notch. Or two. Or three. I recently flew trans Atlantic on Delta from Paris to Atlanta. The flight attendants were good, one was very personable, so I in turn had a better flight bantering with her for the 9 or 10 hours we spent in transit. Maybe she likes her assignment, maybe she sees her purpose and agrees with the path she's on. Whatever made her happy in turn made my flight better. They somehow justify selling things to passengers even on the long haul flights. I'm not a Delta ba-zillion miles medallion member, so I fly coach with a side order of squished. All this and I liked my experience, largely because her attitude and treatment of me and my fellow passengers was above what today's usual has become. I noticed the difference.
Guess what franchisees? We're in a recession. Your sales have been affected, your suppliers are strained, cash flow is pinched and your employees face new challenges, too. These exterior forces can whittle you down, like the experienced person forced to do what they once did to succeed - a la flight attendant. Wasn't running your own business more fun three years ago? You cannot allow these factors to spoil the experience your customers have in dealing with you. I'm telling you because I have seen it occur not just with the airlines. It happens in our businesses, too. When you portray a genuine "customer first" attitude, they see and feel it. Be positive to your customers because they decide to give you their money. They can decide otherwise at any moment. Allow this reality to encourage you shine and WIN MORE clients because you are different from your competitors. You're better! Approach your business with new enthusiasm and it will spread. You're the leader, the Richard Branson of your franchise. Are you going to sparkle and attract business? Or try to hang on to as much as you once had, and hope, pray, do everything except change yourself? Your customer service is so important - if it needs a boost, make the move to improve. Allow those that deal with you to see your best foot forward with each step, not just the first few. The client experience drives your repeat business. Have you changed your attitude because of recent happenings? Grab the good and positive mindset back and live it. Your paying customers will thank you with more commerce.