Typically, when someone approaches me on an airplane, I put on my Bose headset and smile.
However, on this particular flight when the gentleman next to me said, “Hi! What do you do?”
I said, “Hi. My name is Peter Psi. Spelled P – S – I.”
He said, “Nice to meet you. I am still interested to learn what you do.”
I said, “I do PSI.”
He said, “I’m confused.”
I said, “You look it!”
He said, “Your name is Peter Psi and you do PSI?”
I said, “Yes.”
He said, “Could you please explain?”
I said, “Certainly. It would be my pleasure. My name is Peter Psi and my business and I focus on PSI – Personalized Service Interactions. We teach people and businesses how to create and deliver the type of experiences every human being craves.”
He said, “Wow. That sounds interesting. What would that mean to someone like me?”
I said, “You would learn how to bullet proof your job and beat the competitor who wants to steal your customer.”
He said, “Wow. If I buy you a drink will you tell me how?”
I said, “Very funny. We are in first class. Drinks are free!”
I then said, “Let’s make a deal. It’s a long flight from here to San Diego. If I tell you the simple keys will you leave me alone for the rest of the flight?”
He said, “I promise.”
I said, “Look at this,” as I pulled out my iPhone and opened up my AA app.
“I booked my flight on this app, I use this app as my boarding pass, I changed my return trip on this app and I have already booked my next flight with this app. The point I am making is with all the technology and all the apps, at the end of the day, a human being is going to make or break my perception with the airline and my experience with this flight. If you and every other human being don’t learn how to create and deliver Personalized Service Interactions then you will be commoditized. Please take the drink off the napkin and write down the following. These are the type of interactions you must create or an app or robot will take your place:
Personalized Sales Interactions (buying opportunities)
Personalized Service Interactions (omni channel)
Performance Sales Incentives (direct and channel)
He looked up at me, emptied his whiskey and said, “Oh, I get it. If I don’t create personalized service interactions and value added experiences then an app or a robot is going to replace me.”
I had put on my Bose headset in his mid-sentence. Even though I heard every word he said, I merely smiled and pointed to my headset.
Republished with author’s permission from original post.
