Do We Avoid…Even Run From….Recognizing…..Ourselves……..?

Published Articles
Published in

American Printer

on Thursday, April 13, 2017

By Sid Chadwick, Chadwick Consulting, Inc.

“I will walk --- before I fly United again.”….. John M. Dowd The Wall Street Journal

INTRODUCTION:
Accountable Hold MeWhat the CEO of United Airlines said yesterday to reporters, as he defended --- airport police treatment -- of a distressed passenger, will not soon be forgotten --- by anyone who watched the scene --- on national news.

Of a similar vein, in over 25 years of developing and reporting client’s Customer Survey feedback, I have no memory of any client --- ever --- saying, “I don’t believe what you just reported a customer said.”

The old cliché, “People know the truth when they hear it (….or see it)”….is perhaps…exhibit A.

And, it’s very possible that most company owners know that when “The Genie’s out of the bottle, whether on national news --- or social media --- there’s no putting it back.”

When a survey is conducted, you have to pay attention to what customers tell you needs to change, needs to be improved. 

Another WSJ reader wrote-in this morning“Mr. Munoz (CEO of United Airlines) should take note: If you find yourself in a hole, stop digging. His initial response over social media, followed by his internal company-wide email could not have been more tone deaf….. How ironic that he just won PR Week’s ‘Communicator of the Year’.”

SUMMARY:
How can we know what to improve, what our customers are experiencing, what can create value --- if we aren’t interested in asking,

“If you could change one thing about our organization, what would you like us to change?”

Note: What generally isn’t recognized by most companies in our great industry is that --- from the beginning of every potential customer relationship, we should be discrete in who we sell, and who we do not sell.

We should be discrete in how we drive the company van, how our emails are returned and worded, and even what we say on the phone.

Why?

AttentionBecause our smallest customer --- in today’s business environment --- can (and does) have profound influence on our organization’s market reputation .  

If you doubt that statement….ask United Airlines…..!

Should this article be shared, be discussed ---  with your Business Development Team?......With every employee…?

What constitutes “proper…and improper conduct”….with customers? (I believe there is a “re-write” in motion --- at most commercial airlines today…. and not just United.)

“We cannot solve our problems with the same thinking we used when we created them”…………………Albert Einstein