These days, I've been thinking about my own Thai people and how we work. I've come up with words like, 'overworked', 'training needed?', 'care-less', and 'standard'.
I've been using one airline these days when it happens to fall on the airline's anniversary so it was a pleasant surprise to be given its 'special snack' (Panna Cotta with different types of sauce on top), specially prepared by one popular dessert cafe) on board the plane.
Here were what I found on the 3 flights ka:
1. The announcement came much later after the snack was served.
2. No annoucement was made at all.
3. The annoucement was made before they started serving the snack.
What did I learn?
1. Right Timing: This pleasant surprise could get started immediately as the first thing after the seatbelt sign has been turned off for people to join in this special anniversary, showing the continued success of the airline while having some impacts on the 'passenger engagement'.
2. Value Addition: The annoucement could include the type of sauce served to show how particular the airline has been, not to come up with the same sauce for all the flights. It doesn't hurt to also mention about the duration this special snack will offer, which may lead them to tell other dessert lovers to choose to fly this airline.
3. Standard of Training/Instructions: Even occasionally, I don't really like the word, 'standard', this occasion is when standard must be observed to ensure the uniformity and to get intended results. Failing to do so could make passengers wonder why its snacks go back to its normal offer. Therefore, instructions should be made clear and followed!
4. Assessment: May be good to check the passengers' views and what they may wish to have for the subsequent anniversary:))! It could also be nice to check its own flight attendants what would be best and why some failed to do so at the same time, out of being 'overworked', 'instructions-less', etc.
Panna Cotta was delicious, by the way!
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