Tag Archives: Airlines

A Cup of Like

26 Wednesday Mar 2014

Posted by in About Reno, Branding, Business, Customer Relations, Customer Service, Employee Retention, Ethics, Human Resources, Lessons of Life, Management Practices, Passionate People, Pride, Public Image, Public Relations, Re-Imagine!, Relationships, Respect, The Tipping Point, Tom Peters, Travel

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Grande cup of Like

Grande cup of Like

I don’t feel it’s appropriate for a business to ‘love’ its customers. Loving someone is a personal bond that shouldn’t be related to business, (unless you’re Lady Gaga, then you can love your ‘monsters.’)

However, I do feel strongly that a business should ‘like‘ its customers. When I go into a coffee house I can tell if they are serving drinks, or if they are offering a cup of like. Anyone can serve a drink, but serving like requires more than the mechanics of taking an order, knowing how much milk to put in a cup, and/or yelling, “I have a Venti Latte with two shots on the bar!”

My home Starbucks on 7th and Keystone in Reno, Nevada has ‘like’ down. They seem truly happy when a customer walks in the door. That doesn’t mean they don’t have their down days, but most of the time you will get more than your drink from the staff.

This is not what I experience when I travel. It’s easy to pick on airlines, because if there is one group of people who don’t ‘like’ their customers, it’s the air travel industry, but even finding hotel or restaurant staff that makes you feel liked has become harder and harder to do.

In fact, a business that likes their customer is so rare that a genuine friendly person stands out among the ugliness of customer service in most businesses. The opportunity to beat the competition is to simply like your customers.

The place to start is with management. Managers have to like their staff and like their job. If their not happy then how can the staff possibly be?

One more thought:  In a world of Twitter, Facebook, and Yelp, how can any business not afford to like their customers?

Air Travel Teaches Us Not To Listen

24 Monday Mar 2014

Posted by in Business, Communication, Customer Relations, Customer Service, Government, Government Regulation, Management Practices, Opinion, Politics, Public Image, Public Relations, Re-Imagine!, Taxes, Technology, Travel

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Zombies are real people forced to listen to airport/airline announcements

Airports and airlines are dedicated to teaching people how to not listen.

There are multiple studies, solid scientific research, on how humans respond to communication and how we best learn and retain information. Unfortunately, air travel offers the antithesis of everything we know about communication.

Outdated Audio Technology
Consider the airport. We have the technology for crystal clear sound in any announcement system. Visit a Disney property and you will hear clear announcements. Every word will be perfect with little or no distortion or hiss.

“Ladies and gentlemen, boys and girls…” 
Disneyland announcement

If we can do it in Disneyland, solely for entertainment purposes, shouldn’t airports invest in the same quality of public announcement (PA) system when it involves matters of even greater importance? PA systems designed to go into ceiling tiles suck. Maybe it’s time we considered a system designed for the airport environment of 2014, not the office building of 1960.

Zoned Out
Every gate at an airport is a different audio zone, and yet few airports have designed PA systems for this environment. Because most airports have overlapping seating at every gate, passengers for one flight could be sitting in any of three gate areas or standing out in the concourse area just outside of the gate. Few airports seem to understand this geographic distribution. Some airports limit gate announcements to one gate area, resulting in flight announcements to be missed by those passengers not in that gate’s audio zone. Other airports group multiple gates into one zone, so that passengers four of five gates away are hearing boarding announcements for every flight in the area.

Over Communication
The greatest sin of airports is over communication. It seems that airports have a perverse need to create ongoing, excessive, annoying noise. Do these sound familiar?

Please keep your bags with you at all times. Unattended baggage may be confiscated and destroyed.

The Federal Aviation Administration allows you to carry up to three containers of liquids, aerosols, and gels. They must be in a clear plastic bag and removed from your luggage for inspection. Please check with your airline for more information.

Do not carry anything in for anyone else….

I have heard these announcements and many more like them while waiting in the gate area. The gate area within TSA’s secure zone. Anyone in this area has been through the security check point and they and their luggage has been searched and cleared. None of these announcements make sense in an area where everyone has been declared safe to board a plane. They are just noise.

At the gate you will also hear multiple announcements by the gate agent. If there is any training involved of gate agents on how to make PA announcements it would not be apparent from my experience in air travel. Recently, I was waiting for a flight in the Newark, New Jersey airport. The longest period I counted without an announcement was nine seconds. Between the meaningless airport general announcements and the multiple gate agent announcements the passengers were bombarded with endless noise.

The Solution
There is important information that passengers need before they board their flight; however, it is impossible for passengers to determine important announcements for the noise generated in an airport. The remedy involves the FAA, Airport Authorities, and the airlines to reevaluate the purpose of airline announcements…actually they need to assign a purpose to their communications.

Better equipment is a must, and better training on how to effectively communicate information over a PA system. Another possibility is to run all announcements through a centralized public address system where boarding announcements would be made by one trained person who filtered information and determined what audio zones would hear it. 

There is another approach but it would involve a complete redesign of the concept of an airport. That’s not likely in an industry that took decades to determine that an iPod isn’t a threat to a plane’s avionics.

Southwest Air Gets A Customer Service Win

17 Friday Aug 2012

Posted by in Business, Customer Relations, Customer Service, Government Regulation, Information Technology, Internet, Public Relations, Respect, Social Media Relations, Travel, Website

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Failure is opportunity.

Success is determined by how you respond to failure.

Southwest Air ‘Shamu’ plane

On August 3, Southwest had a big problem. In celebration for reaching 3 million fans on Facebook, Southwest offered a one day ‘flash’ sale of 50% off certain flights for seven specific days this Fall. Unfortunately, their reservation computers decided to take that day off. Apparently the crush of ticket buyers caused their automatic reservation system to lock up. That was bad.

What was worse is that customers who kept hitting the ‘SUBMIT’ button ended up with a ticket purchase each time it was hit. Rumor has it that some people had as many as sixty tickets or more charged for the same flight. Ooooowwww!

I was one of those customers. I didn’t have the multiple ‘submit-hit’ issue, because my ‘SUBMIT’ button went away after I clicked it; however, I didn’t get a confirmation page, and when I checked my account the flight was not recorded. My mistake was repurchasing the ticket when I thought it wasn’t recorded. It was not until the next day that I received two confirmation emails from Southwest Airlines with different confirmation numbers for the same flight. I called 1-800-I-FLY-SWA immediately.

The person who answered patiently waited while I tried to explain the problem and then she explained what happened and apologized profusely. She explained what Southwest was doing to rectify the issue and canceled one of the tickets and refunded the money. She explained that Southwest would be responsible for any overdraft charges, which there weren’t.

At this point Southwest had met my expectations in resolving the issue. They, 1) admitted they made a mistake, 2) took quick action to resolve the basic issue, and 3) offered to resolve any secondary issues caused by the mistake.

Southwest then went one step farther. Three days later I received a $150 voucher towards a future ticket. This is not unheard of in the airline industry; however, it was not required. It reflected the depth of Southwest’s apology. That makes this incident a customer service win for Southwest Airlines.

A customer service failure is never good, but it is only a failure as long as the business fails to respond appropriately.

This situation may also be a good lesson for the airlines. I’ve been watching the airfare rates all summer and they have been outrageously high. The reason there was a rush of people after these ‘one-day-only’ rates is because the airlines have boxed out customers who can defer travel rather than pay inflated ticket prices. The airlines may be comfortable with cutting back seat inventory to keep prices high, but I’m irritated that they are playing games with the free market system to artificially keep the supply low in order to keep demand high.

It brings up the question of whether it’s time to reimpose government regulation on the airlines in order to restore fairness to the customer. 

Romney is Wrong

06 Friday Apr 2012

Posted by in Business, Ethics, Government, Government Regulation, History, Management Practices, Politics, US History

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“Liberals don’t like business.”

Mitt Romney, April 2, 2012

Mega-millionaire Mitt Romney trying to look 'common' to the little people with Senator John McCain

Mitt Romney is wrong…in so many ways,…but this week Mr. I-wear-jeans-so-I’m-just-like-you got it wrong at a political event in Wisconsin. Romney claimed to know what liberals think, and he thinks liberals don’t like business. That fodder is being served up to Conservatives who have spent years characterizing liberals as the spawn of Satan, but per normal, the truth is far from the five cent analysis offered by the Republican Presidential nominee (stick a fork in the GOP selection process, the wanna-bes are done.)

Liberals don’t trust business, but liberals do respect the importance of business in a healthy society. Not trusting business does not equate to not liking business.

Liberals are justified in their skepticism. Business is driven by profit. It is the alpha and omega of all enterprise. Business typically doesn’t believe in fair play, sympathy, or what is right for America. In fact, business has little interest in doing what is right even for its own customer. In publicly owned companies, the investor and next quarter’s profitability usually trumps the wants and expectations of the customer. Consider banks, airlines, and oil companies. Those are three major industries that have proved over and over that the individual customer is a piece of meat to be used and abused. Airlines fight even basic human rights for their passengers.

The fact is that business can’t be trusted. Business fails…. a lot, and they fail, not because government drove them to failure, but because the leaders of those companies were greedy, stupid, or both. Most companies last a few decades before they do something stupid, or fail to be smart about the future. A recent example is Kodak. For decades it was the dominant players in the camera film industry, then it had competition, and then it failed to adapt to a digital world. Where is Kodak now?

On Monday, Romney singled our the United States steel industry as an example of how government regulation has killed business. Again, Romney was wrong; however, he gave a classic example of how greed and stupidity by business executives destroyed their own companies. During the 20th century America’s steel industry failed to reinvest and upgrade their steel plants, believing that they were too big to fail. They were wrong.

There is no doubt that labor unions also played a role in escalating costs of United States steel; however, even an executive of US Steel admitted it was the shortsightedness of management that opened the door for competition to challenge and overtake the domination of the United States in steel production in the 1970’s and 80’s.

There is no doubt that private business is important to America’s economy. Yet, business needs oversight to keep them honest and to save America from the greedy and the stupid.

Mitt Romney might think that pandering to the myths of the right will make him a good President, but he would be wrong.

Rogue Flight Attendant shows his arrogance, Airlines dislike for customers

16 Monday Aug 2010

Posted by in Business, Communication, Crisis Management, Customer Relations, Customer Service, Ethics, Government Regulation, Lessons of Life, Management Practices, Passionate People, Public Relations, Rotary, Travel, Violence in the Workplace

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by Paul Kiser
USA PDT  [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

Last week Steven Slater was anointed as the working person’s hero by CNN and based on Internet response it would seem that most admire this jetBlue flight attendant and his dramatic act of quitting his job over the intercom, grabbing two beers, opening the plane door, inflating the emergency escape slide, and leaping into history. His behavior was allegedly in response to a passenger that refused to listen to his order to sit down as the plane taxied to the gate, and it has somehow elevated Slater to fame and offers of mega-financial deals.

Yet, the facts indicate that he is anything but heroic, and more accurately described as an arrogant, customer-loathing, self-obsessed man who betrayed the passengers on his plane and showed how control-obsessed some flight attendants have become in putting their petty desires over customer service.

Steven Slater - It's all about him

First, the facts of the alleged incident that supposedly drove him to his tantrum are in dispute. He claims that while the plane was taxiing to the gate a passenger stood up to get his bag and that while confronting the passenger the bag came down and hit him in the head. Yet, passengers claim the injury to his head was there earlier in the flight and no one can validate his fight with a passenger. By his own admission, Slater said he has thought about doing this act for 20 years.

Also, when Slater opened the starboard door and blew the slide, the plane was at the gate with the jetway in place. If the port side external door was not open, it could have been easily opened and he could have exited without the big show that took a plane out of service….but it wouldn’t have been as dramatic.

I do not doubt that there was some incident, but it seems that the facts according to Steven Slater don’t quite match the story. If a passenger stood up and began getting his bags before the plane had made a complete stop then that passenger was certainly in the wrong, but here is the catch, flight attendants have almost unlimited authority and if there was a major issue Slater only had to report the incident and the passenger would be spending some quality time with the New York Police. The passenger has no such power over the flight attendants, so why would Steven Slater portray himself as some beaten down victim at the mercy of a passenger?

Note that Steven Slater’s drama not only disrupted and punished the passengers on his flight, but his act also affected the passengers waiting to board that plane when it left New York. The plane had to be taken out of service leaving hundreds of people stranded. Slater’s co-workers were left to clean up his mess and he is a hero? To whom? What possible positive example does this petty, childish, little boy set for anyone? That bad behavior is rewarded?

Of course there are problem passengers. I have witnessed people who are rude, offensive, and ignorant of everyone around them. I will not defend these people, but I will say that most passengers are well-behaved even when they are dealing with a ground staff or flight crew that has belittled and/or humiliated them.

What I see more often on planes is not rude passengers, but rude flight crews that revel in power over their customers. No where in the business world do employees hold more power than flight attendants have over their passengers. Bizarre rules that have no meaning are enforced beyond common sense.

My favorite rule is turning off all electronic devices. Most Southwest flight attendants use the phrase, “..anything with an on/off switch must be completely turned off.” The rationale is that electronic devices will interfere with the plane’s ‘sensitive’ avionics, which is not true. Every urban area is blanketed with cell phone towers, microwave towers, and millions of electronic devices that transmit electromagnetic signals. Below 10,000 feet are electromagnetic waves that are far more powerful than anything a passenger can carry on a plane. If there were a danger of electronic interference it is more likely to come from external signals, rather than internal signals. In addition, the FAA and the airlines have yet to re-create an avionics problem that they could trace back to a mobile phone or an passenger’s electronic device. However, every airline enforces these rules even though they are only FAA advisories, NOT requirements.

The mix of petty rules and petty flight attendants, along with airlines that see passengers as the evil that they must deal with in order to gain a better dividend for their investor has created an abusive situation in the skies and on the ground. It’s not an excuse but passengers are reacting to the way they are being treated. I don’t condone bad behavior by passengers, but I’ll be damned if some drama queen* should be glorified for being the worst customer representative in an industry that hates their customer but still wants their money.

(*I know Steven Slater is openly gay and I am not slamming gays with the ‘drama queen’ remark. In theatre, and in life, there are drama queens, both male and female, and if the shoe fits…)

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What’s in a Blog?

17 Wednesday Mar 2010

Posted by in Lessons of Life, Social Interactive Media (SIM)

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I wish I could Write!  I know I am ‘writing’ and I have the ability to put words together in ‘written’ form, but there is more to writing than pounding out sentences on a keyboard.  I would like to write well.  Write with the capital ‘W’ and an exclamation mark.  Write!  It takes creativity….cleverness….style.  I don’t think have any of those qualities.  Maybe that’s my problem.

Paul Kiser - Not a Write!-er

Just take ‘creativity’.  My blog title is Paul Kiser’s Blog.  That’s not creative, that’s just my name.  If anyone can be credited for creativity it is my parents.  They gave me the name and I just used it for my blog.  I can’t even credit myself for the idea to use my name.  Some guy, I think his name is Simmons[1], suggested that people should use her or his real name on websites and blogs to build credibility to his or her brand.  Once again, someone else has the ideas and I just follow along.

Some people are very creative in naming their blog.  One person titled her blog, “Queen of Spain[2].”  Now that’s impressive.  She’s not only been creative, she’s made herself royalty.  I don’t think she is even French.  I’ve read her blog and she can Write!  She talks about socks and her daughter…apparently this is stuff that women like to read because she writes for blogHer, which is another creative name.  I could name my blog blogHim, but I don’t think even men want to read my writing.  I’m not seeking pity, just noting that I don’t have the Write! stuff.

I recently read a piece in the Spirit magazine.  That’s the Southwest Airline magazine.  I think you really have to be able to Write! to be published in the magazine that can only be found in the pocket on the backside of the seat in front of you.  Anyway this guy was writing about clowns moving in next door.  It was funny and sad.  He lost his wife to the clowns.  I’m not sure why that is funny…or sad, but he made it so because he could Write!  Maybe I just need more experience with odd life experiences and then I could be creative…but maybe not.

Speaking of airlines, is there some FAA rule that their names cannot be creative.  I thought my blog name lacked style, but I’m a genius compared to the guys who named the airlines.  United, which is not a very creative name to start with, named their low-cost service…uhmm…Ted.  Wow, some guy took the last three letters of United and came up with ‘Ted’.  I’m not sure who to feel sorry for, the guy who came up with the name, or the Board of Directors at United who approved the idea.  I would give them style points even if they just used the first three letters of United.  Uni Airlines sounds a lot better than Ted Airlines.  I’m betting that the vacuum of ideas at United headquarters requires that all office chairs come with oxygen tanks attached.

But why am I picking on United.  Southwest, Delta, American are not names that inspire the imagination.  At least Virgin Airlines stepped out of the box and came up with a name that brings a smile to a man’s face…no offense to blogHer, but if you had called it blogVirgin I’m sure men would read it regardless of the subject matter.

I’ll continue to write and hope that someday I can learn how to Write!, but for now I’ll stick to calling my blog Paul Kiser’s Blog.  It’s not creative, but it’s better than calling it TedBlog.

[1] Dr. Bret Simmons, Professor, College of Business, University of Nevada.  www.bretlsimmons.com

[2] Erin Kotecki Vest.  www.queenofspainblog.com She can Write!.