I had a voucher with Jetstar so instead of flying with Qantas or Virgin I decided to use it before the deadline, even though I have had some really bad previous experiences. Idiot!
I got up at 5.45am to get to the flight because I thought it would be on time. Idiot!
I checked in on time and then when advised left the food court area and walked the long walkway to the gate expecting everything was on time. Idiot!
When at gate 43, I lined up in the queue to board, as requested. Idiot!
When they said there was a slight delay but we will be boarding at gate 43, our gate, I believed them. Then when they said we will be boarding in the next 5 mins, I still believed them. Idiot!!
I was a little surprised that the next announcement asked all of the people who were lining up for that flight to now change gates to gate 49, even though we were supposed to be boarding any minute. Surely by now I would be starting to see a pattern, especially when the flight leaving at the gate next to us was going to Hobart and should have left 3 hours before.
But my pain continued…
When the customers got off the plane out our gate and we were told that we will depart at 12.30pm. I believed them. I really am an idiot. Through all of this time (2.5 hours) we were constantly told not to leave the area. I could have walked to the lounge and relaxed.
After some more inaccurate announcements we finally left at 1.40pm.
Why did I think my previous reasons not to fly Jetstar had changed. Idiot!!
The flight itself went smoothly and the service from the staff was excellent. They were very apologetic and were very friendly and helpful.
My bag was the last to arrive on the conveyor belt, but by that time I was expecting that
Clearly lots of things went wrong for Jetstar but it was the lack of accurate information that was so frustrating and lack of empathy in the announcements.
“Businesses can still provide a level of customer service even when things go wrong when they put themselves in the world of the customer.
Keeping the customer at the centre of your business is more important than ever. We can still be of service to our customers and support them in a meaningful, human, and relevant way, especially when breakdowns at our end impact the quality of service we provide customers occurs.
It is always important to consider how people feel when you engage them whilst selling your product or service and yes, especially when managing breakdowns.
10/10 Is All About Delivering A Positive Feeling
When we take on that we are ‘selling a positive feeling’ not just managing a breakdown, customers are left with the experience that they are valued, appreciated and that you care about their wellbeing, rather than leave them feeling like idiot’s for trusting you.
“If you’re not ‘selling a positive feeling’, your customers will quickly move on to greener pastures.
For more insight on this topic, refer back to my previous blogs links inserted below. I trust they will be of value to you and your teams.
You Can’t ‘DO’ An Apology
Standing In The Shoes Of The Customer Creates Great Customer Loyalty
Nobody cares how much you know, until they know how much you care
The Keys To Keep Your Customers Coming Back
Enjoyed this article? Feel free to share with someone else you know will find The Customer Loyalty Conversation helpful.
If you would like to have a chat with me about “Selling a Feeling” contact me I look forward to hearing from you.