Good Choice!
July 28, 2009
An airline pilot’s use of humor creates a favorable impression on the passengers.
For many people, the very thought of flying can bring on a state of panic. Even for those of us who travel on the airlines frequently, the actions of the crew can have an enormous influence on the way we feel about each and every flight. Consider these two contrasting examples:
A recent ad for a hotel chain claiming that you should “…never underestimate the importance of a good night’s sleep” is a good example of this. It showed airline passengers inside the cabin listening intently to the captain’s voice on the intercom, “Greetings from the cockpit! We’ve reached our cruising altitude of 3,000 feet on our flight today to Dallas.”
As the passengers appear somewhat confused, the captain comes on again and says, “Uh, sorry, I meant to say that our cruising altitude is 30,000 feet, and we’re going to Chicago, not Dallas.” Whether or not a good night’s sleep could have prevented this captain’s blunder, the passengers’ perception here, of course, is that the captain may not be capable of flying the airplane and this reflects poorly on the company as a whole.
Contrast this situation with one I had recently on a flight from Dallas to Seattle. At roughly the same point in the flight as in the previous example, the captain’s voice came over the intercom and said, “Welcome aboard our flight to Seattle. We’ve reached out cruising altitude of 33,000 feet; the weather is clear so I’m turning off the fasten-seat-belt sign.” She continued, “Our flight attendants will be moving through the cabin to serve you a light lunch. And for those of you who ordered a special meal – GOOD CHOICE!”
Everyone in the cabin began laughing. She then said, “Just kidding! Of course if there is anything else we can do to make your flight more enjoyable, please don’t hesitate to let us know.”
Just as this captain interacted with her passengers in a friendly, kidding fashion, the way in which you interact with your customers – whether on the phone, across a retail counter, or on an airplane – can affect their impression of your organization. Try to think about the impact your words and actions will have and you’ll be able to take your organization to greater heights. Hopefully more than 3,000 feet!
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