Customer satisfaction is indeed one unique aspect, that makes an organisation enjoy the privilege of having loyal customers. To satisfy your customers is a big deal, and unless you put your heart and soul into the process, you cannot strike the right chord. It is much easier said than done. In simpler terms, we say we are satisfied, when we get, what we perceive. In business terms, satisfaction has many more dimensions to it. Statistics tells you the number of consumers in your area, but, to convert them into your customers is the real challenge. Are you geared up to delight your customers and retain them forever by giving something extra, that your competitors are incapable of!Then you are the master of your own game of business. But, mind you, the intentions should be noble.
Everwin corporation is planning for a big leap in the aviation industry. The chairman, Mr. C, wants to make his airline service to be the much sought out “low-cost and customer oriented”. He needs to prove to the whole business world and particularly to his arch corporate rival, “Dart and Tart airline carrier’s”, managing director, Mr. Jacomino lutafa, that he can reign supreme in any venture he chooses. This is one quality in Mr. C, that his employees are much amazed about and sometimes annoyed. Is there really a need for him to supersede somebody? He is a multi billionaire and tops the Forbes list every year. But, I tell you, this is the kind of attitude we witness in many of the hard core businessmen who try to surpass themselves, in every opportune moment. The passion for achievement, changing the impossible into possible makes them take up the challenges into their stride.
Coming back to the story, Mr. C, aptly named his airline carrier as “Everwin Aviation”, and now I’m able to see that there is a corporate board meeting going on in the chairman’s cabin and it is called the “Caramel” named after his wife. I really appreciate Mr. C’s love for his wife, he tries to exhibit it in every possible move. The conversation was aimed at transforming their airline into number one position and the probabilities for enhancing the services through recruitment and training processes. Nik, the lovely lady in her thirties, the personal assistant of Mr. C, was all ears for what was transpiring across the table and the efficiency was apparent by the deft movement of her fingers over the notepad like lightning strokes.
Well, everybody were trying to speak parallelly and at once that irritated the chairman, Titan, the chief executive tried to bring the situation under control by addressing the gathering louder, “Hi Folks, Let’s not waste our precious time. Everyone of your contribution is important to this discussion and let’s hear it from you, one by one. Even let’s not waste our time and I’ve summarised the discussion and the outcome for your convenience.
- Aircrafts could be leased for the time being, until, the company stabilises itself and reaches “breakeven, “to cut down expenditure.
- It was decided to recruit and select people who had positive attitude and focus on customer service.
- Resourceful training sessions to the pilots, in-flight attendants, people involved in air-craft maintenance, people involved in booking etc. ,
- A training centre to be established under the control of Human Resource Personnel Department.
- Design of the aircraft must be unique and express the mission, let’s say, “We will fly you through”.
- Refreshments and food of the highest quality
- Defined and refined behavior of the in-flight crew, a pleasant ambiance for the commuters
- Attractive promotional offers, like, complimentary stay in a five star hotel suite, if you book tickets in first class.
- Ultimate focus should be around safety, security, satisfaction, entertainment and honor.
Mister Dumpy, the CEO who should’ve chaired all these proceedings woke up with a sudden start. Alas, his dream was cut off in the middle by the commotion created by the discussion. Mister Dumpy the dumbest, did know the knack of sleeping with his eyes well open. That comes under the highest science of yoga which many of us can’t get hold of. He had listened to the discussion only from half-way, so you cannot blame him for his suggestion to include, bacon egg and cheese sandwich for breakfast in the aircraft menu.
Now, Mr. C’s airline carrier is the best that covers the length and breadth of the Pacific and the Atlantic.