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The sales service lacking from airlines is legendary. It 's the cliché It 's so common that when we get the great service we consider as we' the VE won the lottery, if only for a moment. But it doesn 't be that way. Sure, airlines have major challenges that can be obstacles to provide great service to the customer. So do many other companies who find ways to provide great service to their customers. They choose to overcome their challenges and take very good care of their customers. And they constantly. Here are four things at all of our airlines could do to improve the quality of service they 're providing to their customers. I could already do these things. If so that 's great! But they must do more, or do better, so that their customers are beginning to see a steady result.1. Get the administration in direct contact with customers. All levels of administration should be exposed to customers. And I 'm that speaks not just of control groups or roundtables. The members of the need to roll up their sleeves and doing occasional work of their employees. It should communicate with customers. It 's easy. Guidi just nearest airport. They 'discovery of hundreds of ll of customers who sit around all'attesa. I 'd bet that my mortgage payment most of these people would be happy to spend a few minutes chatting with an executive of the airline whose aircraft they' re waiting to be loaded. The work of all trade occurs on the point of the relationship with customers. Does not happen in executive offices or board rooms. Employees of the lining of the customer and their customers are the two groups of people who know exactly your company does business. As head of the company, you 'll not the ever knows this by reading reports. You have to get these information and advise. There is no substitute for direct customer contact.2. Get customers involved in generating the samples of service to the customer. Nobody knows more about what your customers want that. So ottengale involved. And I don 't long surveys or phone calls by consultants medium. Talk to them like real people. Get your employees where your customers are and communicate with them. Comprilo coffee or lunch and ottengali that communicate. Doing this on one using your employees will provide much better results than using consultants or examine the holdings. If you want your clients to be honest with you, start being real with them. Then use their input to generate the samples in as expressive serve your customers. Not that you 'll do all the wishing. But you should do everything you can within your mission, your resources and context of your business. Too many companies disregard and disrespect their customers. They think that all the answers reside at corporate headquarters. Quell'arroganza ruin a business. Interview people who know. Customers.3 to your interview. Get employees involved in designing and implementing samples sales service. I tell the customers what they want. Employees will help him to calculate out how to do it. Employees do the work day after day. They see (and hear and feel) how things work. They know what works and what does not. They see how the market is changing. They see this all about service, which is where your company produces its revenue. Everything should support the holding what happens on the point of service. Something that does not support a successful point of service must be questioned (and, probably, eliminated). So, as you gather information from your customers about how to best serviscale, ensure that your employees is part of the process. Ottengalo involved from start to finish. Includali in planning, meeting information, in regulating normal sales service and implementation.4. The direction must show that all sales service is a priority. There are many examples of employees who provide great service. Some people will do that whoever leads their company. But, these people tend to be exceptions. I 'the VE never seen a company that provides the great service consistently without 100% support from top leaders of the company. The leaders have set the tone and direction for a company 's crop If the highest leaders always provide great service for each customer, then what will naturally take to generate a crop that produces it. Finally, that consistently provide a great service through their organization, the highest leader should make that a priority. There are alternative routes to get this done. The company 's direction should decide to make service a priority. So must demonstrate this in their words and their actions. Must be at the center of everything you do. Items one, two and three are tactical. All the company can make it. And if they do well, vederete positive results. But for long-term results, Point Four must come first. Without it, most service gains will be short-lived. Do not live beyond the normal turnover of employees. Finally, on the grounds that the guide is sbiadirà away while losing their samples and other issues took priority. To align and sustainable improvement in the quality of service to the customer, airlines (and all organizations) must take on a commitment to high level administration to provide the best service we can always score without any exceptions.
Thanks Kevin Stirtz!