Do you notice that it only takes a little bit more to stand out from the crowd?
When we are in an industry that is working on averages as the benchmark and content with customers that don't complain or when their response to "how was it?" is "wasn't bad", you really have an opportunity to shine.
It doesn't take more money to move the needle, just more intent.
Porter airlines was the first to understand and seize this opportunity, enough to wow their audience and attract people that care. Of course, when you capture this audience, you need to continue the culture of delivering excellent service and, more importantly, raise the bar of your own expectations.
This service culture must be broadcasted to your team everyday so they can do excellent work. Recently, the check-in attendant upgraded my seat so my friend and I could sit together, and we didn't have to ask. She did it automatically because she cared.
Congratulations Porter for noticing that we care too.
This is what it takes to shake an industry up-side down.
Porter airlines was the first to understand and seize this opportunity, enough to wow their audience and attract people that care. Of course, when you capture this audience, you need to continue the culture of delivering excellent service and, more importantly, raise the bar of your own expectations.
This service culture must be broadcasted to your team everyday so they can do excellent work. Recently, the check-in attendant upgraded my seat so my friend and I could sit together, and we didn't have to ask. She did it automatically because she cared.
Congratulations Porter for noticing that we care too.
This is what it takes to shake an industry up-side down.
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