But we can learn from this. In today's business, we all need a To-Do List and most of us have those. But equally, if not more important, is a To-NOT DO List.
Do you have a To-NOT Do List? If no, make one.
What don't you want to do in your customer experience? Make a list and make it intentional.
For the airlines, I am going to help them out (and may give you some thoughts as well for your business)
Do Not Do:
- Ignore customers when they ask questions
- Ever lie to customers
- Talk when customers are talking (Listen first)
- Blame others when problems happen
- Make excuses that are false and don't make sense (our vendor ran out of coffee...in all of Dallas there is no coffee?)
- Delay and loaf around
- Look at your computers when customer wants face to face communication
- Talk on the phone in front of a customer
In your business, what do you never want your customers to experience? Make a list and train every single person in the organization on it.
