Front-line Empowerment Can Make All the Difference

By : Rudy Vidal | | Category : Corporate Culture culture management Customer Satisfaction Customer Service Extreme Customer Satisfaction managing XCS xcs


This story is sad, but a little funny at the same time.

Continental Airlines Flight 47 kept about 50 passengers on this regional Jet on the tarmac overnight.
Fifty people in a regional Jet with babies and backed up bathrooms can be a pretty scary thing.

The airplane was diverted and landed in Rochester about 12:30 am.  Passengers were not let off of the plane because the security officers had already left for the day.  The airport reports that it told the crew they could deplane, but the crew disagrees. (full story on USA TODAY.)

Of course, we can expect confusion when a flight is diverted after hours to a small airport that is not serviced by the airline.
But what a difference a little front-line EMPOWERMENT would have made !

A crew member calling the police on their cell phone saying – It seems very unreasonable for us to keep 50 people in here all night.  Can you help us reach some authorities that could give us options? – Instant emotion, Instant Loyalty.

Take a chance on Empowerment, it works !

(I wonder what a SouthWest Airlines crew member would have done)

Rudy Vidal
Committed to Extreme Customer Loyalty

Copyright 2009 – Rudy Vidal