Where did it go?

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.

Europe!

I'm going to the Euro Expo, this year it will be held near Paris at EuroDisney. I'm ready, there are things I've had to create for this expo that weren't part of the Australasian Expo. I won't have a large audience of EmbroidMe franchisees, so my software launch and presentation will be different. I will do a new media/social websites presentation for the whole group, that's good, I have one prepared for them with handouts.  I'll get to be the emcee at the Supplier Dinner, doling out passport prizes and having fun with the attendees. The dinner has a dress theme, to come as someone from another country that will be present at the event. I thought maybe an easy to travel with costume would be a friar, long robe, rope-like belt, shriners hat? I'll have to decide and act by the weekend on that.  I'll prepare presentations for the Awards night, which is always somewhat of a scramble getting the names, stores, and attendance correct! 

The opportunity to see and help our franchisees is one I really enjoy. They get so much in the way of new ideas and a recharge for their psyche when they attend our shows. It's a tough schedule, there's not a whole lot of time to adjust to the 6 hr ahead difference, but we make it work each time. I'll have links to pictures from the Euro Expo... here is a link to our Flickr account and photos of the recent Australasian conference. (Aussie Expo pics) May Europe's expo be just and successful for us and impactful for the franchisees!

Tech Tips!

In the late eighties, I issued periodic "Tech Tips" to all of our franchisees at SIGNARAMA.  The subject matter was diverse, sometimes a quick idea or recent discovery, other times a sharpening of what I found work in a certain situation. I'm restarting that notion and habit - it will be a separate page on the blog.  Stop in, have a look and use them or add to them with your comments.  I may also echo them on Twitter, but they'll all be here and available to read.

I look forward to posting these and learning along the way - join me!

 -dm

It's all about the Routine. (aka my resolution)

If each of us looks to better our situation in 2010, you'll find yourself pondering this thought, "What intentional change can I push forward that will deliver the best results?" With all the traditions of the season behind us, this is a good time of year to make a break from the normal and try something different. People have asked me,"What's your New Year's Resolution?" What promise will I make to myself to improve?   This promise or "resolution" is a neat thing to talk about, and a difficult thing to adhere to as the beginning weeks of the year wind on. Maybe I'm thrown by the wording, I haven't been a big believer in resolutions because I've seen so many folks bail out on theirs, it doesn't look like anything I'd want to happen to me.  I'm not afraid to change or commit to others I'll change, it's this idea of upheaval that I feel cripples most attempts at making good on a resolution, New Years or not. I think the "R" word I like best regarding change would be "Routine," because in its simplest form, isn't that what each of us is looking to work on?  One would either look to start a new routine, bring an undesirable one to an end, or change one that's already in place.  Does this sound familiar? Look closely...

• The new gym membership, starting a new tradition with relatives, a commitment to better eating and/or health, these are the new routines some may look to engage.
• An end to texting while driving, nicorette or smoking cessation tactic or pledge to dump the workplace candy habit would all look to stop a routine that does not fall in line with a desired end result.
• Less petty disagreements with your friends, more personal marketing in my business, increasing one's volunteer activities or adding a new spin to something you're doing already is an example of changing your routine.

Call me nuts but I'd dub the most successful efforts as being those that involve... changing something that's already part of your routine.  If you already have some momentum going, add more steam to the engine and it will go further and faster.  THIS COUNTS! I notice too many people going for the "all or nothing" approach, attempting to "shoehorn" something new and alien into their set schedule.  It usually does not get adopted as routine, and eventually falls off the list of one's regular happenings.  Same holds true with dashing items off your normal schedule - quitting something outright is a tough challenge.  Why not peel pieces off gradually as part of the routine, yielding the goal over a specified and measureable period of time? You didn't gain the extra weight in 4 months, how can you try to lose it and keep it off that rapidly?  (Just as an example.)  If you shed 5 lbs a month and maintained the loss through dietary and exercise changes, wouldn't that be fantastic, noticeable and positive? The change and improvement would be happening and become part of your everyday system. This I can do!

To clarify - In no terms am I discouraging huge leaps forward in personal progress. If you have the willpower, need or desire to blast into something better for yourself - GO THERE! Start something from scratch. Quit something and never go back.  I'm simply using experience as a guide. It is easier to alter your doings than it is to create or destroy a routine.  Enough of this altering over time will deliver long term results that coincide with long term goals. Do you really care how you get there?  Most say, "No, I'd just be tickled to arrive!"  There's a new formula you can use for yourself - improving something you already do, witnessing it work, and repeating the process again and again.  Make that your routine in 2010... That's my resolution.

-dm

Make it Count...

Infinity! And other things that inspire moving forward...Have a great holiday season in which ever flavor you've chosen, the year end is a period of reflection, self improvement, change and "time-out."  Enjoy togetherness with family and friends, even as trying as it gets with the once-a-year visits that turn crazy sometimes. A great 2010 relies on your ability to look at yourself, your situation and where you'd like to be next year at this time. It's exciting and refreshing to envision, and even better to make it your reality.

If I sound like a self-help radio talk show host, apologies, just what's bouncing around in my noggin' on December 24th.  

Be safe and enjoy!