What Can We Learn From the Recent Airline Passenger Incident?
A great deal.
I am not pointing fingers at anyone, or any business. I was saddened to see the passenger treated the way he was. It has horrific. I am sure very few of us have been in such a situation, either as someone in charge, or even as a customer.
At the end of the day, I think this situation is a great reminder for us all on how to treat and care for a guest or customer.
Here are some key reminders as we go about our daily business today.
- More than anything else, we should strive to adhere to the "The Golden Rule" - that is, "Treat others as you would want to be treated". Nothing is more simple to remember, and to teach ourselves and our teams.
- The guest or customer is always right, "even when they are wrong". Bob Farrell often talked about this, and it holds true today more than ever. We all know this principle, but do we live it out. I know we have had to take an earful from upset guests, even yelling and disrespectful customers over the years. However, they are our life-blood. They are the only reason we exist. In reality, these types of guests are such a small percentage of our day and weeks. Let's don't let these few folks, ruin our day, and diminish all the other great guest and customer interactions we have each day.
- "Will you humbly serve others over your own self-interest?" writes former Popeye's CEO - Cheryl Bachelder in her book "Dare to Serve". What a great reminder, and challenge. This shines the light again on treating others well, putting them first. I know this is very hard at times, and can test every part of who we are. However, this is the best way to ensure the guest is cared for, and we get a win-win for all involved.
I hope these simple reminders help you all today. Let's act in a way that honors our companies, our guests, and our teams.
Until next time,
Kevin Kalstad, CPC
Gecko Hospitality Franchise Partner
Washington and Oregon