After a customer service presentation I recently conducted, an attendee wrote to me about a situation that reminded her of my comments regarding attention to detail – “Everything Speaks,” – and how details can either build or erode customer trust. Here’s some of what she shared:
I love it when program attendees share stories like this!
Now, I’m no aviation engineer, but I’m sure the plane was indeed safe. In this type of situation, however, I’d recommend the airline should’ve gone to great lengths to either repair the window before boarding that group of passengers, or find a replacement plane. Yes, delays would’ve been involved; but I’d argue that passengers are much more familiar with delayed flights than they are with duct taped planes. My guess is that this story will be shared many, many times, and the airline won’t be credited for taking off on time, it will be ridiculed for causing passenger alarm.
Question to consider: What are your “duct tape solutions” that erode customer trust?