“Some airlines seem to have the attitude of, ‘We aren’t happy until you’re unhappy.'”- Jeffrey Gitomer.
Most business leaders understand the importance of having the right person with the right kind of attitude being in charge of first impressions for their business. Whether that person is answering phones or greeting customers as they walk into your business; attitude is everything when it comes to first impressions delta complaints!
Those of us who travel frequently often play the “attitude lotto” every time we fly. I understand that the act of cramming 250 complete strangers into a metal tube for 3 hours at 35,000 feet is nothing short of an extraordinary event, it does not usually lead to amazing experiences for the passengers… Except for this time, aboard Wonder Woman Airlines.
While flying back from a convention in Las Vegas on a chilly February evening, I was treated to my first experience of Wonder Woman Airlines. I understand that there isn’t really a Wonder Woman Airline, but our flight attendant, Meredith, instantly converted our Delta connection flight from a mundane commute into an amazing customer experience by employing the following 3 strategies:
Wonder Woman Strategy #1- Disrupt the expected.
Meredith closed the airplane door and proceeded to pick up the intercom phone. What my fellow passengers and I expected was just another tired flight attendant’s rendition of their rehearsed monologue about seat belts, air masks, and other mandatory announcements.
Our flight attendant, Meredith grabbed the attention of an airplane full of weary travelers with her initial announcement over the PA system. “OK, you all know that part about listening to what the flight attendant says?” Meredith’s cheery voice boomed over the airplane’s speakers, “I want to make sure that you are all listening to what I have to say. She then launched into singing the children’s song, “If you’re happy and you know it… ” Evidently our hand clapping was not enthusiastic enough for her, so she informed us that our clapping was lame… but she would give us another shot! At that instant, an airplane filled with tired travelers on a cold winter night became a fired-up audience for our flight attendant. Everyone participated, then our plane seemed to become filled with laughter.