I was amused by this: how often have the airline staff been abused, both verbally & psychologically, that someone felt the need to make a sign? I can just imagine what the the staff must go through every day: it’s not surprising then that the customer service representatives at the desk are not as friendly as we’d expect them to be.

But at the same time, this sign also shows SAA’s attitude towards it’s customers … & it’s not great. Firstly, it doesn’t address WHY travelling can be so stressful; I firmly believe it’s partly because of the substandard service that the customers’ experience that they are stressed.  Now I will agree that you can get the occasional customer who is unreasonable, but often the airlines don’t make the biggest effort in the customer service department.  What this sign is effectively saying is “We understand you’re stressed, but it’s not our fault, so don’t blame us”.

Are they ‘passing the buck’?  Do you think that this sign addresses the ’symptom’ & not the ‘cure’?

What if they trained the staff to be friendlier, to smile more often?

What if they made an effort to listen to their customers & help them as much as they can?

What if the ground staff were as friendly & helpful as the cabin crew?

I suggest that the airline starts by assuming that their customers are going to be stressed & then train their staff to be able to treat them with respect & patience.

The result? The customers will be less likely to abuse the staff & far more likely to talk about the great service they received!  And then they wouldn’t need this sign.

How often have you phoned a supplier & been promised a return call … only to have to make that call yourself a few days later to find out what’s going on?  Does the thought of having to call a supplier again, to follow up on a commitment, make you want to tear out your hair?

Even with so many new tools available to businesses today, why is it that so many still forget that the fundamental reason for using these tools is to open up dialogue & listen to our customers?

Remember: your customers will leave you if they feel you are not listening to them.

How many complaints on getclosure! could have been prevented if the suppliers had effectively communicated with their customers the first time?

Ultimately, there are only 2 reasons why you lose customers: apathy & neglect.  If you fail to understand or ignore your customers’ needs, it’s just a matter of time before you lose those customers.

When talking to you customers today, consider this:

• Have I listened carefully to the conversation & agreed to take action based on my customer’s needs?
• Have I promised to return a telephone call & has that call been made yet?
• Does the caller know, before I finish this call, what the next action is & have I accepted responsibility for this action?

In order to prevent complaints, it is important that you listen to your customer & deliver on your promises, regardless of the technology you use.

Originally written by Marcel Oudejans for Get Closure! Blog – used with permission.

You’re watching a play at the theatre & suddenly, due to a technical problem, the curtains can’t be raised.

At an important presentation, the wireless microphone’s batteries go ‘flat’ & you wait for ages while the technical crew looks for new batteries.

The laptop doesn’t open the Powerpoint presentation; the speaker arrives late; a guitar string breaks right in the middle of a solo.

What do all of these have in common? Who cares?!

The audience doesn’t care what caused the problem, they don’t care that it can’t be helped, they don’t have empathy for you at all, ever.

In the ‘Show Business’, the reason performers practise & rehearse is not only so that they know what to do to that the show goes as planned, but more importantly, they’ll know what to do when things go wrong. It’s been said that the difference between a professional performer & an amateur performer is how he handles himself when something goes wrong on stage.

So why would your customers behave any different in ‘normal’ business?

What’s your ‘Plan B’? Have you worked on ‘Plan C’? What if B and C fail – have you rehearsed Plan D?

Your customers don’t care if there are problems, they don’t care about your apologies.  They only care whether or not you deliver on your promises.

When things go wrong, make a plan.  The audience is waiting for you.

“People are selfish, lazy, uninformed and impatient. Start with that and you’ll be pleasantly surprised by what you find.”
– Seth Godin ( What Every Good Marketer Knows : 9 May 2005)

TIP: If you’re doing an important presentation & you’re using a wireless microphone or Powerpoint presenter, carry a set of brand new batteries in your pocket.  That way when the batteries die, you’ll save yourself some embarrassment by being able to throw out the old batteries & replacing them with the new ones within seconds.  If the sound quality of your amplified voice is deteriorating, it’s almost always because the batteries are low – replace them immediately so that your audience can focus on your message & not on trying to hear you.