I was on a flight last Friday that was delayed about 40 minutes. As we were beginning our descent, a passenger requested service and one of the flight attendants briskly walked back to visit her. I was sitting in the front row, near the flight attendants. As the flight attendant returned to his seat, the passenger sitting next to me humorously inquired: “Emergency averted?” The flight attendant then explained to us the passenger’s request: she wanted to move closer to the front of the plane and bring her luggage since she was running late for her connection. Hearing these details was a little uncomfortable, but not a big deal. However, then he said: “… as though she’s the only one on this plane.” Now I was being included in the gossip and I didn’t like it. Yes, the passenger’s request was ridiculous, but the flight attendant complaining about it was worse. It gave me a bitter taste about this airline – which typically holds itself above the standard behavior of other airlines. That one statement made me think that maybe they weren’t sharper and trained better than the rest. Maybe they don’t deserve my loyalty?
If you want customer loyalty, there are a million things you can do. However, one thing that you should never do is complain or talk negatively about other customers. First of all, it’s the wrong thing to do. Professionally, it can be considered unethical at one extreme and at the very least, childish. Here’s the hardest part: your customers will encourage you and laugh along with you while you tell the stories. However, when you leave they’ll have a bitter taste in their mouths and may perceive you as less than professional. Hypocritical? Maybe, but who cares – they’re the customer and can take their business anywhere.
Stay above the rest and do not complain, say or imply anything negative about your customers… and watch your customer loyalty go through the roof.
