SERVICE STRATEGIES: Have Some Fun

Passengers on the 6:15 am flight from Denver to San Francisco are rarely at their perkiest. From experience, I know it can be a sleeping, uneventful flight. Of course it depends on which flight attendant is on the airplane intercom.

As we approached San Francisco, we were treated to some more announcements from the unorthodox flight attendant who had been working the first class cabin.

"If you are having a hard time getting your ears to pop, I suggest you yawn widely. And if you are having a hard time yawning, ask me and I'll tell you about my love life."

"We are on final approach into San Francisco airport. If San Francisco is your final destination, I hope you'll have a safe drive home. There is some blockage on the northbound 101 and it appears there is a stalled car approaching the Market Street exit. But otherwise, traffic appears to be moving smoothly."

The usually sleepy passengers were waking up; there was laughter and giggling throughout the airplane. But there was more to come. After touching down, the flight attendant was back for final instructions.

"Unless the person next to you has beaten me, let me be the first to welcome you to San Francisco. You'll notice that the airport buildings are in the distance. We don't land at the terminal because it scares the heck out of the people inside. That's why we land way out here. That means we'll need to taxi, so please don't stand up until we are parked at the gate and seat belt sign has been turned off.

"For those of you who are 1Ks, Premiers and frequent fliers --there are too many of you on board to mention by name, but you know who you are -- we thank you for choosing United for your extensive travels. And if you'll leave me a recent picture as you deplane, I'll be glad to mail it to your loved ones so that they remember what you look like."

"My final hope is that when you leave the airplane, you'll do so with a big smile on your face. That way the people inside will wonder just what it is we do up here in the friendly skies."

Moral of the story: Go ahead: take some risks, have some fun. And maybe you're customers will have fun, too.

ARTICLE TAGLINE FOR MARK SANBORN

Because of his ability to educate and entertain simultaneously, Mark Sanborn is known internationally as the high content speaker who motivates. He works with business organizations that want to reach the next level and individuals who want to perform at their best. Mark presents 90-100 programs annually on leadership, teambuilding, customer service and mastering change. He is the author of the books Teambuilt: Making Teamwork Work, Sanborn On Success, Only The Best On Success, and numerous videos and audio training programs. In 1995 Presentations magazine featured Mark as one of five "Masters of the Microphone." Mark has earned the Certified Speaking Professional designation and been awarded the Council of Peers Award of Excellence from the National Speakers Association. You can visit his website at http://www.marksanborn.com

Customer Service Articles