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!