You’re only tackling half the problem, or less…
The busiest travel time of the year is upon us, and let’s be real for a second – at some point it won’t be pretty. You’ll hear someone argue, you’ll probably see someone cry and inevitably, a flight will be cancelled or hotel overbooked. It happens. When these things do happen, people very quickly find their voice. They take to Twitter, phones, managers and anyone who will listen to reprimand a bad employee, but that’s only half the battle. Actually, it’s even less…
This article is based on the notion that too many travelers make one huge mistake: they fail to compliment the good. How do you turn a bad airline or hotel into a good one? Sure, getting rid of the bad helps, but actually promoting and identifying people who personify the integrity of the brand is far more valuable. You want the people who take care of customers, show passion and love their work to rise. Just because you help identify the 10% or so of bad ones, that doesn’t do anything to help identify the 1% that should become leaders.
Your thoughts on where this is going are wrong. United had a beautiful Twitter moment this week, which seems counter to everything else they’ve made the news for recently and it’s only because a traveler did the right thing.
Baby screaming our entire flight so after service our @united flight attendant takes the momma a glass of wine and asks if she can hold her baby. She walked the baby up and down the isle until the baby fell asleep. Happy mom, happy flight. I believe in humanity again.
— shannon_nicole (@Shannon_Houpt) October 19, 2018
Dear airlines and hotels, more this please.
What an incredible move from the cabin crew member. In this singular act, the person showed all the traits necessary to become head of recruitment for the airline and lead training courses. The world needs more of these special moments in travel, and if you spend equal, if not more time using social media to praise and empower helpful employees, rather than just try to get the bad ones fired – we just might get them. To make sure your message is received…
- Be nosy. Ask for a name and commend them on the spot. Let them know you plan to sing their praises to the travel company they represent.
- Send a direct message to the airline on social media, or call. If you’re on a call and the call center employee is great, ask to speak to their supervisor to put in a good word.
- Speak to the manager. If in a real life position where a manager may be around, ask to speak to the manager in person. They love being called for praise more than complaints.
- Write an old school letter to the CEO, or head of customer service. These letters get routed to the right place, and *sometimes* CEO’s deserve to see the good stuff too.
All you need to do is watch Love Actually to realize that travel is a thing of happiness. If you help the people who make your travels happy reach positions of authority, they’re far more likely to find other people who share the same passion.