Tuesday, 24 April 2012
Service - its about attitude, Virgin
One example: on boarding the plane we needed some assistance with something, and asked the first uniformed Virgin person we saw. She immediately said - 'Not me, I'm not on this plane'. What she really meant - as she obviously was on the plane - was that she was not part of the cabin crew of this plane. But instead of saying and doing something like - I'll just get someone to assist you - she just walked off.
This is no biggie - the problem is, that then when someone does the full kneeling down to you at your seat, and thanking you for flying with Virgin thingy - it just sounds insincere, rehearsed and by the book.
Note to service industry: Service is not about procedure - its about attitude.