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A panicked, grieving mother, and her supporters moving heaven and earth to get her to daughter-in-law and young grand-daughter as quickly as possible has captured the bleeding hearts of NZ today. And Jet Star, death star to some... Qantas's poor relation has just created a PR night mare for themselves. Most of you will have heard the disgust by now - that a fare paying passenger scheduled to fly in a week or so was denied the transfer of her booking for an earlier seat on compassionate grounds - the aircraft was not full, she would however have to purchase another ticket at more than $300. This has really hit my customer Serve-US funny bone. The countless missed opportunities in this one, let alone the bad karma is mind boggling. The stories that are flowing on social media are filling my horror album with fodder for my next training workshops, they are facilitator gold. A customer being told that next time they don't have to book Jet star if they don't like their flight being delayed. I'd be careful what you ask for there guys. The opportunity cost here would be fascinating to calculate. How much future business did this airline just surrender? How much damage has it done in $ terms? It brings to the fore the issue that you really can't afford not to care what your customers are saying about you. The world of travel has certainly changed - but when did we sign up for cheaper ways to get from A to B to equate to heartless or arrogant? I know Jetstar were only following their policy. However by disempowering their agents with policy that stops them being able to lead with their hearts, and win over their customers, they have missed the point of volume travel. More customers not less is what the budget model thrives on. It costs nothing to be nice to people and it makes them want to be around you again. I am reminded of a story from my days at Countdown supermarkets as training manager. Our GM was running a little late for a flight - as he ran to the check in counter - no bags, a frequent traveler well known at the counter. The rude attendent not even looking up from her work snapped at him in a nasal tone. FLIGHT IS CLOSED! He paused tried a ...timid... but...... FLIGHT IS CLOSED! was the retort. Now I'm not arguing with the reality I'm debating the manner of the exchange. Compare this to when he side stepped to the next counter where he was greeted by a smiling welcome, a quick explanantion of his urgency the reply was - we have an aircraft about to depart, technically the flight is closed but let me call the airbridge and see if the door is still open sir. While she made the call he handed over his credit card. Multi tasking genius ensured and her only word to him with a smile was run.. sir, run! Which he did. But not until he turned to our employee who had taken him to the airport to say please tell my PA to change our travel contract to these guys. With that one action, of one person focused on how they could Serve-US at that moment a $2 million plus per annum travel contact changed check in desks. I'd suggest even if the outcome was that he had not been allowed on the flight he still would have viewed the exchange more favorably. So is the lesson be careful you never know who you are serving? I think not. The lesson is that the universe has given us all only one lesson to learn and that is the lesson of Serve-US. If you are not getting the lesson the universe just turns up the volume. Today every small frustration, late flight, rude retort, delay and baggage stuff up Jetstar has ever had is in the public arena. Zillions of moments of truth wiped with a snotty tissue. The first rule of the win win balance sheet is to work out what is cheap to give and valuable for the other person to recieve. The no brainer in allowing a passenger who already has a contract to fly with you to take a vacant seat on compassionate grounds is an example of this type of currency exchange. You have just created an opportunity to resell the seat she would have filled in the future for more money. And you have an aircraft using more of its capacity today. You have an opportunity to pay it forward. To share the love and treat her as someone deserving care and attention. Not just her but anyone who is need of compassion when one of lifes hurdles knocks you sideways. Ten minutes on hold to talk to a supervisor. Sit down now and time that. It's an age. Add grief, panic and then disenchantment, it's an insult. Not a great example of how they escalated the call. If what you put out returns to you threefold. Would it change the way you dealt with people? If everything was said to you for a reason would it change the way you heard criticisim? I'm hoping that the volume just got so loud for Jetstar/Qantas that they are able to see the value in this for what it is. A fantastic learning opportunity. Lets hope they take the feedback they are getting from their customers on board. Or there may be less of them climbing on board their planes. A complaining customer is your best friend they are telling you how to make your business better. To the lady who lost her beautiful boy to a shark attack - I trust she is feeling the love and support of the country that is flowing her way. Regardless of shark attack, heart attack or panic attack I hope we all learn that the world could do with a little more compassion towards each and every person in need. Take the time to listen to what people are telling you and see what is cheap for you to give and valuable for them to receive. Often it's as simple as a smile, time spent in true connection with them, the acknowledgement that you've listened and that you've understood how they feel. Pay it forward and Serve_Us the next person who gives you the opportunity.
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