Tourismus in der Krise
The Love Story Principle Phase No. 5: The Crisis-Phase |
| Veröffentlicht von () am 23.01.2009 |
The Love Story Principle - Phase No. 5: The Crisis-Phase
Dear Angelica
I deeply regret not going to the movies with you last Thursday as scheduled. Something came up on short notice. I hope you still had a nice evening and I'm looking forward to still be considered for further movie nights.
Best regards,
Daniel
Now be honest: How successful would I be if I wrote such an excuse after blowing a date? I imagine it would deepen the conflict rather than defusing it. Okay, if Angelika isn't really my type, at least I can now be sure that she won't call me anymore.
This example, however, is custom in the business world. A plane is late and the announcement of the captain goes, "We regret the delay and hope you'll consider us again for your next travel plans." It's for situations like these that the term "Low Performance" was invented.
The crisis phase includes complaints as well as small disagreements - after all, there are small and big crises. What's important is just one thing: Alter the course and steer it into a positive direction. Custom-tailored and not standardized. Honest and not superficial. I've already written ample examples in my newsletters of how this can be done. An example is sending out compasses with little cards saying, "So you can still find your way back to us." or a CD with the most gooey sorry songs. Or going there personally and apologizing - face to face. "Dear Mrs Wertman, I'm so sorry something went wrong. If you agree, then..." and then you present a solution. Would be easy enough to do, wouldn't it?
Why in the world do flight attendants behave as if nothing happened, when after a one-hour flight, we land two hours late? I'm leaving the plane and they smile at me, "Thank you and have a safe trip home." Hellooooo!?! Much more appropriate would be, "We sincerely apologize and this here if for you." And then they could hand you an anti-stress ball or something of the sort. Or a little card with an appropriate quote, or just anything, really. You just don't mess up like this and then say, "Have a nice evening!"
An airport marketing manager once told me that a business client who flies every couple of weeks is worth the airport tens of thousands of Swiss Francs. I then looked at the Love Story wall in our office and calculated how much our clients are worth. And if I didn't suspect it by then, I now knew: They are priceless. And that's why they shouldn't be trampled all over. Not even in the crisis phase
source: Weekly Empowerment Innovationsletter 0903 by Neumann Zanetti & Partners www.nzp.ch
Zuletzt geändert am: 23.01.2009 um 8:03 PM
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