I recently witnessed a clever way to refresh customer service. Basically, the idea is to go off script without going off message. This recent experience with Delta explains what I mean.
The flight I was on had just finished up boarding, and the flight attendants had gotten all of the bags into bins or under seats, and we were just waiting for the paperwork before the flight could leave. Normally (on Delta flights), this is about the time that the pilot comes on the intercom and tells us the general parameters of the flight. He typically mentions our flying time, what the weather will be like on the ride, and the current conditions at the destination. And sure enough, this pilot did that, but he made one small change that impacted the experience for me tremendously. This pilot got up out of the cockpit, walked back to the cabin, asked for everyone’s attention, and proceeded to deliver the same information I mentioned above. But he made eye contact, he paused to let the information sink in. And he asked if anyone had any questions. Wow!
I’m not sure whether this small gesture had such a significant impact on me because I am a frequent flyer and I am so used to the routine of pilots rushing through this information like it is one more thing on their checklist, or because this pilot was just adding such a human touch. Regardless, my takeaway was that a small change to the “script” made a big difference (I noticed I wasn’t the only passenger impressed by this). The message was the same, but the delivery was entirely out of the ordinary.
So good job Delta, and kudos to this pilot.
Personal Learning 