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What Great Service on My Airline! (Come on, man!)

What Great Service on My Airline! (Come on, man!)

Years ago I was sitting in first class on Delta. There were 20 seats. I found it odd that three flight attendants were up there, and that a guy across the aisle was getting so much attention. I asked one of the attendants, on a guess, if he were a Delta executive.

“Oh, that’s the CEO,” I was told. He likes to fly a few times every month to see what the service is like.”

“Do you know he’s going to be on the flight beforehand?” I asked.

“Yes, his travel schedule is published.”

“Shouldn’t he be in the back, traveling incognito and unannounced”? I asked, amazed.

“I can’t imagine him doing that,” she told me.

My experience is that most senior managers have no idea of the customer experience that really exists. You need to tell them, because no one else is.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

Comments: 2

  • June 4, 2021

    So true, Alan.

    Once or twice a year, we do a ‘mystery shopper’ of sorts for our clients (mostly B2B) on the phone and testing their online interaction. We record and document everything. There are pretty interesting stories I can share… most clients, if not all, really appreciate the information because the y always find out things they didn’t know about how their service is being perceived.

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