For a little while, first thing this morning, the most-read article on the FT this morning wasn’t Brexit*, war or impending catastrophe of any of the current flavours, but a heartwarming story of how a few kind words from a member of cabin crew made someone feel a bit better.
It wasn’t dramatically over the top service. They didn’t perform a miracle. They were just an empathetic and tried to make things a little better. But it won over Pilita Clark:
“In an age of relentless customer service surveys and blather about “customer delight”, that flight attendant was a reminder of how little it takes to turn customer relations disaster into triumph — and how rarely it is done well. I have lost count of the times a bank or phone company person has responded to a plea for help with a computer-assisted wall of chill. Sympathetic, warm and humorous people may not be the easiest to find. But any company that manages to put them at the heart of customer relations will always be one step ahead, especially when that help is most needed 30,000 feet up in the air.”
There’s going to be a flurry high fives and glowing emails of pride over at Qantas HQ this morning.
You might take the wrong moral from this story: treat every customer as if they are an FT columnist because… they might be! The better lesson is to hire, train and support humans to be able to act like nice humans when faced by another sub-set of humans called customers. This can be achieved by letting the first kind of human have enough humanity left intact after undergoing processing and by the corporate machine that they can show it to the customer kind of human.
* This was about 6 a.m. An hour later when I checked, the top story was – once again as it seems it shall ever be – Brexit.