Recently, on a flight out of Las Vegas, I had the opportunity to fly with Southwest Airlines. The entire experience was rather unique and I believe that it is a story that business owners can learn from and apply to their own businesses…
Don’t miss the flight
While waiting for my flight, I received a text message to let me know that there was a gate change. Yes, I know that gate changes are usually announced via the loud speaker system as well as on display screens but airports are very busy and full of “noise.” This is the same noise that consumers have become accustomed to tuning out.
Boarding the plane
The boarding process is also different as compared to other airlines that I’ve traveled with. Southwest Airlines doesn’t have standard seating — rather, you board by groups. Group “A” boards and then group “B” and so forth. Consider this approach as priority-based access. The members of group A have first access to seating successive groups are allowed to board after.
Southwest takes a different approach with in-flight service. The fly attendants take your beverage order directly and then they bring your drink to you. This allows easier access to the lavatory as there is no aisle cart.
Other things that I noticed
- The flight attendants were dressed more comfortably — no uniforms per say.
- Pilots checked-in often sharing information about the flight (altering fly path to avoid a storm, weather in Tampa, time till destination, etc.)
I would recommend anyone flying to try Southwest. Certainly for me, it was a memorable experience — on arrival we were notified that Osama bin Laden was killed.
So as a business owner, how can you apply the story of my flying experience to your business?
Every moment that you engage with your customers, you have the ability to build a trusting relationship. No matter what industry you are in, you can “care” a bit more to make the interaction with your customers a more happier one.