You didn’t expect to learn anything from a flight attendant, right?
Don’t take people for granted as you can probably learn something even from a five-year-old.
If you are interested in business, flight attendants can teach you about it. So, on your next flight take an observation over their attitude .
Check out the following business skills you can learn from flight attendants.
1. Options aren’t always good
With the beverage service, the flight attendant usually tells you what drinks are available. And although there are multiple options for you to choose from, typically they limit the number of them. For example, if you are interested in drinking juice, your options are orange or apple.
Here are the reasons flight attendants don’t give you hundreds of options:
More options equal higher costs – it’s cheaper to buy a 12-pack of coke than it is to buy 12 different flavors of soda.
Time is money – if you give people a hundred different options, it may take them a while to choose one. On the other hand, if you give someone two options, it’s a lot easier for him or her to make a choice.
Less is more – it’s proven that if you give people too many options, it doesn’t increase their satisfaction.
2. Customer service is important
When you first hop on a plane, you’ll notice that you are usually greeted. When you are about to take your seat and put away your luggage, the flight attendant is there to help you if you need it.
In addition to that, once the plane takes off, flight attendants give you beverages and light snacks to keep you happy.
And if that’s not enough, you can request almost anything from them without leaving your seat. All you have to do is push the “call” button, and the flight attendant will come to you and ask you how she (or he) may be of assistance.
What’s the purpose of doing this? Well, if you are happy, you are most likely to keep flying on that airline, right? Happy customers means repeat customers, which means more money for the airline company.
3. Sometimes you have to be strict
If you are a geek , you probably love to check your emails on your cell phone right before the plane takes off. You probably even try to text-message while you are in the air.
To top it off, you probably don’t want to wait until the plane reaches 10,000 feet before you can pull out your laptop.
If you try breaking any of these rules, the flight attendant comes over and tells you nicely that you can’t do it. And if you still don’t listen, she usually comes back and tells you again in a stricter voice. At this point, you’ll probably end up listening to her because you’re afraid of what’s going to happen if you don’t.
With your business, you can’t always let customers walk over you. Although you want to keep them happy, you need to understand that customers aren’t always right. And if you let one walk over you, there is nothing stopping the rest from doing the same thing.
4. The best upsell doesn’t seem like an upsell
Here are some of the things that the flight attendant upsells you on when you don’t even realize it.
First class – flying in first class comes with a lot of perks, but it isn’t cheap. For example, first class passengers on an Alaska Airlines flight get free food and a portable movie player. If you happen to fly coach, you can also get food and a portable TV, but you have to pay extra. So, when they announce this on the speaker, they make sure that coach passengers know that first class passengers get a free meal and a portable TV, while the coach passengers only have an option to purchase them.
Free trip –to get this free trip, all you have to do is apply for an Alaska Airlines credit card. And although Alaska is giving you a free trip, it is making money on you because the credit card companies are paying it more money for each customer that signs up than the cost of the trip is.
Free can convert into paid – on Horizon flights, flight attendants typically offer one type of beer or wine for free. If you want a better brand of alcohol, you have to pay six dollars. The flight attendant doesn’t really push you to buy the higher quality alcohol, but a popular trend I have noticed is that someone will drink the free, mediocre alcohol, and when the beverage cart comes around the second time, the customer will pony up the six dollars for the “good stuff.” Remember, when most people drink alcohol, they typically don’t stop at one drink.
If you are trying to upsell to your customers, be smart about it. Don’t just push them into paying you more money. Ease them into it. There isn’t anything wrong with giving your customers a trial of additional products or services you offer in hopes that they’ll purchase them.
5. Customers aren’t that smart
Before the plane leaves the ground, what’s one thing that the flight attendant does? She gives you step by step instructions on what you need to do in case of emergency.
For example, she shows you how to buckle your seat belt and how to put on an oxygen mask in case the cabin pressure decreases. And just in case things get really bad, she shows you how to put on and use a flotation device. Now, although you probably already know everything the flight attendant is telling you, you can’t assume that everyone else does.
The same applies to your business. You need good instructions and documentation in case users are confused. This is a good way to make sure your customers are getting the most out of your product or service.
The small things make people happy!
If you want to please your customers, you also have to focus on the small things. Having a perfect product or service is great, but that personal touch really makes a big difference.