Speaking Out with Speaker's Roundtable
Volume 3, Issue 30 June 28, 2004
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* In This Issue:
* A Note From Speaker's Roundtable
* SERVICE STRATEGIES: Have Some Fun.
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* A Note From Speaker's Roundtable
Dear Subscriber and Friend;
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Welcome to....
* SERVICE STRATEGIES: Have Some Fun by Mark Sanborn
Passengers on the 6:15 am flight from Denver to San
Francisco are rarely at their perkiest. From experience, I know
it can be a sleeping, uneventful flight. Of course it depends on
which flight attendant is on the airplane intercom.
As we approached San Francisco, we were treated to some
more announcements from the unorthodox flight attendant
who had been working the first class cabin.
"If you are having a hard time getting your ears to pop, I
suggest you yawn widely. And if you are having a hard time
yawning, ask me and I'll tell you about my love life."
"We are on final approach into San Francisco airport. If San
Francisco is your final destination, I hope you'll have a safe
drive home. There is some blockage on the northbound 101
and it appears there is a stalled car approaching the Market
Street exit. But otherwise, traffic appears to be moving
smoothly."
The usually sleepy passengers were waking up; there was
laughter and giggling throughout the airplane. But there was
more to come. After touching down, the flight attendant was
back for final instructions.
"Unless the person next to you has beaten me, let me be the
first to welcome you to San Francisco. You'll notice that the
airport buildings are in the distance. We don't land at the
terminal because it scares the heck out of the people inside.
That's why we land way out here. That means we'll need to
taxi, so please don't stand up until we are parked at the gate
and seat belt sign has been turned off.
"For those of you who are 1Ks, Premiers and frequent fliers --
there are too many of you on board to mention by name, but
you know who you are -- we thank you for choosing United for
your extensive travels. And if you'll leave me a recent picture
as you deplane, I'll be glad to mail it to your loved ones so that
they remember what you look like."
"My final hope is that when you leave the airplane, you'll do so
with a big smile on your face. That way the people inside will
wonder just what it is we do up here in the friendly skies."
Moral of the story: Go ahead: take some risks, have some fun.
And maybe you're customers will have fun, too.
Mark Sanborn
Member: Speakers Roundtable
Web site: http://www.speakersroundtable.com
Email: office@SpeakersRoundtable.com
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Copyright 2004