Coffee, Tea, or...
| posted by Jennifer ReingoldI had an unusual surprise on my way back from San Francisco to New York yesterday, 8 month old in tow: Friendly faces and decent service. It's no secret that virtually every airline is on the edge of going under these days, thanks to 9/11, fuel costs, and various management messups. The employees have piad the steepest prices, in the forms of layoffs, and for the lucky ones, dramatic salary reductions. It's hard to imagine how these folks keep going as their jobs get harder, the pay gets lower and their pensions disappear. Traveling lately, I've expected bad service, and I haven't been disappointed.
But these American Airlines stewardesses, harried as they seemed, someone how managed to seem as if they liked their jobs yesterday. The gate agent managed to find the last available seat and let my baby on in her car seat for free--saving me from 5 guaranteed hours of hell (and everone else on the plane, too!). Another held my purse for 20 minutes while I got things adjusted. Still another appointed herself the ambassador for a very old woman who needed to be practically carried to the restroom every hour or so.
None of these things would have been shocking in the olden days. They all go with the job description. But it got me thinking: how do you keep the game face on when working in a demoralized industry? How do you provide service with a smile when you're crying inside? Ideas?
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Recent Comments | 9 Total
November 30, 2004 at 3:42pm
KelleenFocus on others instead of myself. Approach situations with compassion instead of selfishness and try to put myself in their shoes. I also remember, that things are inevitably more pleasant for me when I try to make things more pleasant for others.
November 30, 2004 at 4:33pm
Bracy WilsonI realize that my purpose is greater than any purpose that a boss or company may give me. I have hire expectations of myself than anyone else places on me. And when it comes to customer service, I remember that just because I am unhappy with my current situation doesn't mean I have to be unhappy with people I am serving. I serve others whether I am getting paid or not because that is what being significant in life is all about.
November 30, 2004 at 5:49pm
BethI simply smile because I know that a small gesture like that at any point in my day may brighten the day of someone that really needs to see a friendly face.
November 30, 2004 at 7:16pm
Scott WoodardJennifer...Nice post and glad that your experience was pleasant. While I too have recently experienced expected snafus with airlines, I've been impressed that those on the front lines are seemingly committed to providing the best customer service they can with limited empowerment. The responses to your post seem to uphold the personal pride and commitment most customer focused personnel hold. Too bad those at the top of organizations don't see the effort exhibited by these front line people and take some lessons from them.
November 30, 2004 at 8:24pm
RemiI must commend them. As someone who travels roundtrip by air monthly, I can only imagine what they must be going through! Even on a recent trip on US Airways (just after the Chp 11 filing), I got good service. While this is welcome, I cannot but think that both sides are to blame: management for not having a clue and employees for not supplying them with one, letting upstarts supplant them in both mindshare and customer service. To wit, the decision by majors to restrict baggage to (2) bags of 50lbs each; if the Southwests, JetBlues, & Airtrans, of this world can allow 70lbs weight (Southwest allows 3 bags), what is up?
November 30, 2004 at 10:38pm
Aaron KoralJennifer: Nice post. In an era of time (and cash) strapped consumers, it is refreshing to see that there are still some people who care. I know in my job I expect more of myself every day and see to it that my clients are served to the best of my ability. I may not always be 100% but I always give an effort of 110% and do so kindly, knowing that there is always someone behind me just waiting for me to not give my all so someone else can. That may seem a little paranoid, but as Andy Grove wrote, "Only the paranoid survive".
November 30, 2004 at 10:46pm
KelvinSelfless service which i will call in times like this where companies are merging and staffs being laid off as a result. In times like this, customer service will indeed stand out among the crowds to woo the consumers. It just make the consumers feel so important.
December 1, 2004 at 9:43am
DougMy first thought is that the flight attendants were well trained and are the right kind of people for the job. They must truly love what they do.
My guess, though, is that the only way they can deal with the situation is do their job as best they can. If not for self-esteem, for keeping the peace with travelers.
December 2, 2004 at 6:47am
GeorgeHi Jennifer,
No doubt your crew had a team leader who took
actions to lead workplace relationships/experiences (customers, associates, and
partners) in addition to merely managing them. They knew the value of
helping their crew members get
feedback from their own daily activities in addition to the feedback they
already receive from colleagues and supervisors. My experiences have found
this to be a learned skill for all "star performers" by challenging
them to become involved daily in asking/reflecting "How are we doing?"
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