I like to think I care. But in this case, I didn’t.
Halfway into a three-hour flight, the attendant informed the passengers, “Sorry folks. We no longer have water on this flight. We asked the ground crew several times to give us more, but they obviously didn’t. This means no drinking water, coffee or teas. Again, I am sorry about this, and we have the ground crew to thank.”
“Oh, good. I was worried it was your fault. I feel better now.”
The fact that the flight attendant blamed our discomfort on someone else didn’t make me feel better.
I don’t care whose fault it is. As a customer my experience doesn’t change because you’ve blamed someone else. My impression of your company, however, does.
In one breath the attendant gave us an insight into her corporate culture – and how she views teamwork. (It’s safe to assume it’s the point-your-finger and run-for-cover type). As well, we witnessed a person step away from a leadership opportunity; she said more about herself than the ground crew.
A high-performing team knows who they are, what they stand for, and what they’re assembled to achieve. This identity informs the actions of the individual. The customer only knows the label and promise of our brand. Is who we think we are consistent with how they see us? (Is who we think we are, who we want to be?)
Excerpt from ONE Team book, click here to read more samples and to order your copy today!