Tell me what you believe in and I'll tell you how to market to your customers.
I'm reminded of this because of the incident on a United Airlines plane recently.
A front line employee normally has the authority to fix problems resulting from bad situations. If an employee uses force or threatens to use force on an innocent non aggressive customer, the poisonous culture shows its disgusting head like a vulture waiting to prey on a dead animal.
Did the customer act appropriately?
Did the airline act appropriately?
A business cannot care about customers. It does not have feelings.
Only people can demonstrate caring.
The example of Dr. David Dao shows that United employees do not care about their customers.
It could have been handled so much better.
The employees did not have the values needed to accommodate a reasonable solution.
A rational person with enough authority could have gone onto the plane and explained the situation to all customers. They could have offered the maximum amount under federal aviation laws and tried to appeal to a person's sense of community.
They only needed one more volunteer.
Instead they chose force.
I would bet that the employee who made the decision to call the aviation cops is a bit of a jerk with other employees.
I bet they don't like their job.
I bet there are lots of co workers who don't like this person either.
A customer is the most important asset a business has.
Without them, a business cannot exist.
It surprises me each time I witness poor choices in customer service.
It shouldn't.
I've been watching vultures circle around businesses for years.
For some reason, they think the customers will keep coming back.
You wouldn't go into a business knowingly and willingly when this type of incident happens.
Neither would I.
As long as there is a choice.
It's in the lack of choice that causes us to gamble on the asshole business, hoping it won't happen to us.
The vultures are circling.
Businesses die when they don't pay attention to their internal culture.
Take care of employees. Employees take care of customers.
It really is that simple...
On United Airlines website, this is what they have to say about themselves:
I'm reminded of this because of the incident on a United Airlines plane recently.
A front line employee normally has the authority to fix problems resulting from bad situations. If an employee uses force or threatens to use force on an innocent non aggressive customer, the poisonous culture shows its disgusting head like a vulture waiting to prey on a dead animal.
Did the customer act appropriately?
Did the airline act appropriately?
A business cannot care about customers. It does not have feelings.
Only people can demonstrate caring.
The example of Dr. David Dao shows that United employees do not care about their customers.
It could have been handled so much better.
The employees did not have the values needed to accommodate a reasonable solution.
A rational person with enough authority could have gone onto the plane and explained the situation to all customers. They could have offered the maximum amount under federal aviation laws and tried to appeal to a person's sense of community.
They only needed one more volunteer.
Instead they chose force.
I would bet that the employee who made the decision to call the aviation cops is a bit of a jerk with other employees.
I bet they don't like their job.
I bet there are lots of co workers who don't like this person either.
A customer is the most important asset a business has.
Without them, a business cannot exist.
It surprises me each time I witness poor choices in customer service.
It shouldn't.
I've been watching vultures circle around businesses for years.
For some reason, they think the customers will keep coming back.
You wouldn't go into a business knowingly and willingly when this type of incident happens.
Neither would I.
As long as there is a choice.
It's in the lack of choice that causes us to gamble on the asshole business, hoping it won't happen to us.
The vultures are circling.
Businesses die when they don't pay attention to their internal culture.
Take care of employees. Employees take care of customers.
It really is that simple...
On United Airlines website, this is what they have to say about themselves:
United is focused on being the airline customers want to fly, the airline employees want to work for and the airline shareholders want to invest in...
...our iconic "Fly the Friendly Skies" tagline has been reinvented to reflect what's most important to our customers, as well as all that the word "friendly" encompasses in today’s technology-driven world.
If the employees REALLY believed any of this crap, could they have acted the way they did.
As proven many times, words committed to paper for mission and values isn't what really happens when stress is introduced.
This would never happen on Southwest Airlines.
The culture wouldn't allow for it.
The employees would block the door and sing a song about why they need an extra volunteer.
They would offer free kisses, and hugs and lollipops.
Don't forget an important point. United breaks guitars and wouldn't accept responsibility a few years ago...
Same company...
Same values...
Different incident.
Clearly nothing has REALLY changed.
As proven many times, words committed to paper for mission and values isn't what really happens when stress is introduced.
This would never happen on Southwest Airlines.
The culture wouldn't allow for it.
The employees would block the door and sing a song about why they need an extra volunteer.
They would offer free kisses, and hugs and lollipops.
Don't forget an important point. United breaks guitars and wouldn't accept responsibility a few years ago...
Same company...
Same values...
Different incident.
Clearly nothing has REALLY changed.
To develop corporate values, you need to start with the leaderships values. Don't look at what you want them to be. Start with what they are. Then look for people who have the same values. That's what all the great companies do. Then communicate those values in your advertising. You'll attract the customer who has the same values. To learn more about this process, contact me at ricknicholson@wizardofads.com.
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