What Is The Experience Of Boarding A Plane

Last week, I found myself boarding a plane in Sydney bound for home in Melbourne at about 6:15pm. It was the end of a long day for me and clearly a long day for the hostesses who were scanning the boarding passes. They looked completely indifferent to the experience. Maybe it was their fourth flight for the day and maybe I am too critical. Regardless, I was paying the same airfare for my flight that the guy or girl did who got a smile from the same hostess's on the hostess's first flight that day.

There were about 50 plus people both in front and behind me in the queue, as I pulled along my trusty carry-on bag like a reluctant pet dog, the bag that had been my cabin companion for the past few years on 20 or more flights. I purchased that bag carefully from the Myer department store in Melbourne and I might say, only after having had quite some discussion with the luggage lady, confirming it would definitely comply with carry on rules.

At the head of the queue, the tired and disinterested hostesses had pulled a couple of young blokes aside to weigh a clearly oversized bag and they were tagging and sending it down to the cargo hold. The young blokes seemed to find it quite amusing, a bit like almost getting away with a bit of a prank in the classroom and being reprimanded in front of their mates.

The naughty boy gets VIP treatment

Now I am one of those people who doesn't like pressure boarding a plane. I don't quench my thirst in the frequent flyer lounge until boarding is called then run for the gate. I'd be happy to strap on a neck brace or steal a wheelchair just to get priority boarding. There's nothing quite like stowing your bag in the overhead locker in order to retrieve it "carefully because items may have moved in tran...

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... a premium, maybe even 10% to fly on this airline's major opposition. I have always felt this way. Paying a premium for an almost identical outcome is worth it in my mind, if the service is better. In this way, I know what I am getting, there are no surprises, and there is consistency. I also hope for a smile and some empathy from the staff.

Your behaviour, your attitude, your service and that of your team is critical to word of mouth endorsements. You work hard to have one customer who has had a positive experience share that with maybe two friends, but it takes very little effort for the same customer to spread a negative experience to nine friends.

Be sure you and your team are engaged. Be engaged with your client. And even if it's the end of a long, tiring day, don't forget to give them a smile. You could probably do with the cheering up as much as they could.