It's Always "That Little Extra"

It is often said that the difference between "ordinary" and "extraordinary" is that "little extra". Small gestures from Front Line employees seem to have the biggest impact.

Think about all those stories you hear about (whether good or bad) and they are almost always about what a Front Line employee did...or didn't do.

Take for example a recent experience I had: I was recently on a business trip to Europe, flying from Prague to Amsterdam, when a customer in line ahead of me attempted to board the plane. Her interaction with the KLM Airlines agent went like this:

Passenger hands agent her boarding ticket.
Agent: "Your ticket is for Frankfurt. Can't you read? This flight is to Amsterdam."
Agent thrusts ticket back to customer.
Agent yells out to the waiting gate full of passengers "Read the signs people! You're slowing down the process! This flight is for Amsterdam!"
Agent says to colleague, loudly enough for someone (me) about 15 feet away to hear "Unbelievable!
Agent's colleagues laughs, shakes head and says "Idioten" (Obviously, the Dutch word for "idiots" - even for those who don't speak Dutch.)

This entire experience took just 10 seconds. How long do you think the impact will last for all those who witnessed it?

Companies thrive only when their Front Line employees understand the impact that every little gesture has on their customers - and act on that awareness for the betterment of each customer experience.

It won't happen by accident. In these difficult times, none of us can afford to have our customers experience anything less than the positive kinds of surprises that transform them into loyal advocates for our brand. What are you doing to ensure this is consistently happening on purpose?

Think about it...but more importantly, act on it...today!

NOT one of the gang...

Ah...the air travel process. Many complaints have been launched since 9/11 and the Transportation Security Agency (TSA) was launched. Critics accuse the people who work for the TSA to be morons, imbeciles, or idiots (do NOT get me going on these terms...) For my clients, I travel hundreds of thousands of air miles a year. Just yesterday, I returned from Europe and saw a distinct difference between the Holland/England security teams and the United States teams.

Upon arriving in the U.S., I passed through a group of six (yes, SIX) TSA workers positioned at the end of the X-Ray machine. No one acknowledged me as I repacked my laptop and gathered my luggage. They were far too busy talking among themselves and joking about some personal situation. I then noted what I believe to be the real problem when I realized that one of the six was actually their supervisor...and HE was participating in the crude joking.

All leaders are role models whether they like it or not. This particular leader was leading his team toward 1. ignoring the customer, 2. inappropriate communication, 3. inefficient execution of job/process/their purpose. What truly irritates travelers in these (unfortunately, common) situations is how none of them were adding value to the situation. It becomes obvious that the more important priority of this entire group of ON THE CLOCK workers was...their personal discussion - not the traveling public's need.

It appears that they are not stupid...they simply aren't aware or don't care enough in these circumstances. No accountability = no account OF ability. All led by their supervisor who was modeling the ineffective behavior.

Are you doing more/better within YOUR work team? What behaviors are YOU modeling?

Think about it...but more importantly, act on it...today!