Customer satisfaction is indeed a unique aspect that makes an organization enjoy the privilege of having loyal customers. Satisfying your customers is a big deal, and unless you put your heart and soul into the process, you won’t be able to strike a chord. It is much easier said than done. In simpler terms, we say that we are satisfied when we get what we get. In business terms, satisfaction has many more dimensions. Statistics tell you the number of consumers in your area, but converting them into your customers is the real challenge. Are you ready to delight your customers and retain them forever by giving them something extra that your competitors are unable to do? Then you are the master of your own business game. But, beware, the intentions must be noble.
The Everwin corporation is planning to make a big leap in the aviation industry. The president, Mr. C, wants his airline service to be the highly sought after “low-cost, customer-oriented.” He needs to prove to the entire business world and in particular to his corporate arch-rival, Dart and Tart airline carrier’s managing director, Mr. Jacomino Lutafa, that he can be the supreme king of any company he chooses. . This is a quality in Mr. C, that his employees are very amazed and sometimes annoyed. Is there really a need for him to replace someone? He is a billionaire and tops the Forbes list every year. But, I tell you, this is the kind of attitude we see in many of the hard-core entrepreneurs who try to outdo themselves, at every opportune moment. The passion for achievement, for turning the impossible into possible, makes them face challenges calmly.
Going back to the story, Mr. C, he aptly named his airline “Everwin Aviation”, and now I can see there is a corporate board meeting in the president’s cabin and it is called “Caramel”. the name of his wife. I really appreciate Mr. C’s love for his wife, he tries to display it in every possible move. The conversation aimed to transform their airline into the number one position and the odds of improving services through recruitment and training processes. Nik, the charming lady in her thirties, Mr. C’s personal assistant, was very attentive to what was going on at the table and her efficiency was evident by the deft movement of her fingers on the notepad as lightning bolts.
Well everyone was trying to talk in parallel and right away that irritated the president, Titan the CEO tried to control the situation by addressing the meeting in a louder voice: “Hello friends, let’s not waste our valuable time. Everyone Your contribution is important to this discussion and we are going to hear it from you one by one.
- The aircraft could be leased for the time being, until the company stabilizes and reaches the “break-even point”, to reduce expenses.
- It was decided to recruit and select people who have a positive attitude and focus on customer service.
- Clever training sessions for pilots, flight attendants, people involved in aircraft maintenance, people involved in booking, etc. ,
- A training center will be established under the control of the Human Resources Personnel Department.
- The aircraft design should be unique and express the mission, say, “We’ll fly you.”
- Refreshments and food of the highest quality.
- Defined and refined behavior of the crew on board, a pleasant atmosphere for travelers
- Attractive promotional offers, such as a complimentary stay in a five-star hotel suite, when you book first-class tickets.
- The final focus should be around safety, satisfaction, entertainment, and honor.
Mr. Dumpy, the CEO who should have presided over all these proceedings, suddenly woke up. Unfortunately, his sleep was interrupted in the middle by the commotion created by the discussion. Mr. Dumpy, the dumbest, knew the shock of sleeping with his eyes wide open. That goes into the highest science of yoga that many of us cannot reach. He had only listened to the argument halfway, so he can’t blame him for his suggestion to include a bacon, egg and cheese sandwich for breakfast on the plane’s menu.
Now, Mr. C’s airline is the best that covers the length and breadth of the Pacific and the Atlantic.