Service is DEAD!

“Service is DEAD! Now’s The Time to Create a Competitive Advantage”

I still get excited to travel, yes, even business travel. I remember my first flying experience, my Dad and I flew from Chicago to Nashville to visit Grandma Harden. It was an experience I will forever keep in that special spot of memorable moments. Interestingly, the butter flies and sense of adventure rushes throughout my body to this day, including the most arduously planned business trips.

The past three weeks I’ve had the awesome opportunity to experience five different airlines. One was absolutely phenomenal, and two were marginal to poor. I know you’re thinking that’s only three airlines. Let me explain. For this example I’m going to tell you about my experience in reverse order, from poor to marginal to phenomenal. To keep you engaged let me tease you with the fact that life is about the attitude you bring to your job and life.

Three weeks ago I flew on Delta airlines to NYC. The flight was filled to capacity and of course overhead baggage space was a premium. Sadly the 6 flight attendants were not very helpful and allowed people to stand in the aisle as passengers jostled bags in the bins, you could see the frustration mount. After we leveled off at 36,000 feet and settled in for the 6 hour flight I could immediately tell which flight attendants were original Delta and which ones were from Northwest. The Delta attendants were remarkably more service oriented, smiled as they walked the aisle and tried more often to help the hapless passengers. (Can you say attitude?)

Similarly, on my return flights I flew United and Continental and had an eerily comparable situation. Although not as stark as my outbound flight, service was at best…marginal. When I get poor service, anywhere, I ask myself why, and then look around for reasons. At wits end, I asked the flight attendants why they seemed so stressed, and didn’t smile as they did their job. Assuming, a job they choose to pursue. Answers ranged from; “we’re over worked,” “security is job one,” and my favorite, “it’s not as easy as it looks.” Admittedly, I almost laughed out loud.

Last weeks flights were on Southwest Airlines, need I say more? Southwest is not my preferred carrier, their frequent flyer program does not go to Hawaii, my favorite destination. Yet, Southwest does have the perkiest flight attendants, the best on-time record and you don’t pay for baggage. Why is it virtually every employee you come in contact with, especially the flight attendants are fun, out spoken, upbeat and probably someone you’d like to have a drink with and talk about life, kid’s and work. They seem friendly and genuinely like what they’re doing.

Here’s where this post gets really interesting. Why are Southwest employees able to do what they do, by the way it’s the SAME job the other airlines do, with such perkiness, smile, laugh and act as though they like what they do? It’s ALL about attitude, and it starts at the top. From the executive offices to those on the front lines connecting with customers every day; attitude is preached as the #1 thing you bring to work. Along the way every employee is treated fairly and they enthusiastically challenge everyone to be better. Each employee is valued and empowered to make decisions and make the customer happy, and it works.

This is not an endorsement for Southwest Airlines or indictment against United or Delta. More than anything I’m pointing out great service and poor service and the reasons separating them. In my humble opinion it’s all about attitude. Much as I still get excited to travel, if you’re in a service function in your company, do it with pride, excitement and a sense of being “on stage”. Take it upon yourself and be the best you can be, reach out to help provide superior service. When this is reflected throughout your company, from top to bottom, your business will grow…I guarantee it!

Business Travel Etiquette

Business Travel Etiquette?

Does it exist? This week I had the opportunity to travel to New York City. This is my 15th trip to the Big Apple and every time I go I get to add to my perspective…some good and others not so. Let me explain.

I’m not sure if you’ve noticed lately but every flight I’m on is either 100% full or really close to capacity. Suffice to say, I NEVER seem to get an empty seat next to me. No worries, I love to talk, meet new people and at the same time, I don’t mind catching up on lost sleep. On my outbound entirely full flight I got the supreme honor of sitting in row 27, seat B. Yes, that’s a middle seat. Being a big guy I try my best to be as narrow as possible; I cross my legs and arms so I don’t bump against my travel mates, whom I don’t know. I don’t care how hard I try to be slim and not touch or infringe on other peoples space, it’s inevitable that arms, shoulders or legs will touch. I pay particular attention to the arm rests and under seat area and ONLY take half of the arm rest and keep my legs within the seat frame. WHY don’t other people do the same?

The lady next to me in 27A was a wiggle worm, had to go to the lavatory 4 times….count’em…4 times. That means all 3 people in row 27 had to get up, stand in the aisle and wait for her to return. It’s never pleasant, but I smile, nod and if talked to say something innate like, “no problem.” When inside my head I’m steaming because this same person can’t sit still, needed to get in her under seat bag 5 times and always acted as though she was entitled and never said “sorry” or “thanks”, just a look of oh well.

After 5 hours, and what seemed like 10, we’re finally walking off the plane. This squirmy lady looks at me and thanks me for being such a nice guy. Ok, I started to feel a little better, telling myself “at least it wasn’t a 300 pound guy sitting next to me.” This lady’s sense of entitlement came from the fact that her husband was a pilot for the airlines we were flying and she told me, “I almost always fly first-class and not used to sitting so close to someone.” Oh, I now feel better for her squirminess….not really!

Suggestions from a guy that’s traveled the country extensively the past 20 years; Always be polite to everyone, especially the gate attendants, flight attendants and fellow travelers. Think small, check your oversized bags and do your best to occupy as little space as possible and clean up after yourself. As a big guy I really appreciated this lady’s final comment to me, “you’re such a polite flyer, I saw how hard you tried to not infringe on my space and allowed me to squirm, and didn’t say a thing, roll your eyes or make me feel bad…thanks.”

It was a particularly harsh flight, a non-stop 5+ hour flight from SFO the day after I’d run the Disney ½ Marathon. My legs, back and head were throbbing the entire flight. I’m convinced, the energy you give, gets reflected. And if everyone tried being a little smaller as they flew on their next flight, we’d all have a more pleasant experience.

My next blog I plan to talk about airline employees; this should be interesting!@#%$#@