I was in airports a lot in the last couple of weeks and I was able to see both the best and worst of service, mostly the worst. It seems airports and airlines in particular are rife with challenges with regard to service.
One of the biggest challenges I see is a certain sense of entitlement that exists behind the walls of security at the airport. What I mean is a kind of “we’ve got you now, there is nothing you can do” mentality. Once you get through security, you are captive to whatever rules, policies, and terrible service you get…and there is nothing you can do but accept it.
Well, before you think I am going to mount a revolt of travelers screaming for the high level of service they deserve, don’t worry, I am not. What I am going to do is plead for a different mindset; a mindset that is focused on the fact that travelers are the sole reason for the existence of airports and airlines, and serving those travelers and making them successful should be the rally cry for those airports and airlines.
This change of focus in the direction of making customers successful would lift the level of service to a new height as opposed to the current thinking that says, “You’ve paid your money, now take what you get.” My proposal is simply to change the mission of airlines to “we’re here to help you get where you need to go as easily and enjoyably as possible.”
Come to think of it, I believe this would be a good place for many businesses to begin, “we’re here to make you successful as easily and enjoyably as possible.” Imagine that. Think of more businesses thinking that way.
Okay, I am getting carried away, but is this really Utopian thinking or is it just thinking that’s gotten lost in the clouds of short-term wins instead of long-term growth strategy? What about your business? Is it lost in the clouds? Is it working on the “we’ve got you now, there is nothing you can do” premise? How can you make the “we’re here for your success” shift?