Category: service

A friend recounted the story of attempting to carry his fly-fishing rod onto a flight. This was a particularly sentimental object, having been custom made, received as a gift, the first rod that spurred an extensive life-changing pastime, and with great monetary value as well. Although he had brought this item on board many times before, the surly agent was not having it and required that it be gate-checked.

When he boarded, the flight attendant cheerily asked how he was doing, and the distressing story was recounted. He was quite unhappy and worried that his precious rod would not be returned safely.

A few minutes later, she approached him with the item in hand. This attendant had understood the value, knew it was not a prohibited item, and took it upon herself to retrieve it. It cost nothing yet significantly relieved his anxiety and enhanced his experience.

That is what service looks like. Having the process to ask about a situation, the empathy to understand the distress, and the wherewithal to do something about it in real-time. A sympathetic response would have done nothing to remedy the angst. An apology from the airline would not have mattered a few days later. Even a safely returned package would not have remedied the situation. The time to make an impact was in the moment, and the attendant achieved that.

When you see something run amuck, the expediency of the empathy determines the effectiveness of the response.

As my sister was storing her luggage while checking out at a hotel in Singapore, the clerk asked her if she would like to book a Hospitality Room upon her return later in the day. The suite featured a shower and lounge area where people could comfortably change clothes and prepare to leave. In a city with high humidity and long flights to other parts of the world, the room was a welcome treat to freshen up before flying — and best of all, there was no additional charge.

This is a wonderful example of true hospitality — anticipating needs, providing them without being asked, not charging for the extra service. Think about how your organization can do the same.

Most people don’t have a choice of which airport to use. There is one closest to them for departures, and the arrival destination determines where they land, so airports seem to have no incentive to make things better for their travelers. We’re lucky that most airports don’t see it that way.

In Lisbon, Portugal (LIS), they have made life more convenient for people traveling with children. The airport offers free strollers for use — a welcome addition for those whose own equipment is checked. They also provide a playground and a special kitchen area where parents can warm up formula or other food for the kids.

LIS management knows that the children are not the purchasers, nor will they even acknowledge the enhancements provided for their benefit. But the more stress-free the travel experience is for grown-ups, the more likely they are to purchase future tickets.

Airports could operate like bus stations and function purely as holding stations for people transferring from one transport to another. Fortunately for those who travel, they have recognized that by paying attention to the experience, the entire trip is more pleasant for all. It’s a reminder to be the best you can be at what you do, even if customers don’t demand it.

Thanks, Meg!