How do your front-line folks define their role?
I’ve been on airplanes a lot recently. I have admiration for any professional who works with the public on a daily basis. Cabin crew included.
On the same day I had two dramatically different experiences on aircraft.
The first: cabin crew friendly and welcoming. Present. Proactively helping people with bags and seat locations, even without customers requesting or requiring it. Engaging in conversation and joking with customers. Smiles all around. For a flight, it felt GREAT.
The second: cabin crew hiding in the rear galley. No one proactively managing the boarding process. Customers struggling and getting frustrated with one another. AND, using the threat of (not the reality of) turbulence to stay seated and not engage with customers. It felt … not great.
The cabin crew received the same training. Are measured with the same metrics. The “norm” is somewhere in the middle of these two experiences. And the way people think about the purpose of their jobs is the differentiator.
How are you helping your front-line staff connect their rule-laden tasks with the higher purpose they and your organization serve? How are you demonstrating your care of your customer?
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Photo credit: Norwegian, CC BY 3.0, via Wikimedia Commons