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a good brand vs a bad brand in action

A Simple Demonstration of ‘Good’ Brand in Action Compared to a ‘Bad’ Brand

In the Edmonton airport trying to make a connection I ask an Air Canada desk, by accident, where my gate was. The response? “The Westjet counter is over there”, slightly annoyed pointing in a vague direction.

He could have helped me, I mean the question wasn’t difficult (unless it was that employees first day in the Airport which is highly unlikely) but Air Canada’s “brand” isn’t about helping or going to extra mile at all. I think their brand is more like “unless we know you have money, we don’t give a flying frog about you!”

I find my gate, as I’m going thru I over hear an Air Canada passenger ask the same question I did to a Westjet employee!(Oh the irony, I wonder if they’ll give the same response?) Not surprisingly the Westjeter just answered the question.

I waited and congratulated him on being “human”, you know just helping people? It’s kind of what makes us human. And its not hard.

Whatever you do in business you’re going to have an opportunity to say a version of “oh that’s not my job”. Make it your job, take the initiative, be a human.

I can’t imagine that Air Canada fellow has much fun only helping certain people, that’ll make you a grumpy Gus.

human-first-everything else later

a good brand vs a bad brand in action

5 Words That Changed Everything

WestjetI was on a Westjet flight the other day, as per usual, like most of you do, I was finishing off one last tweet before I “turned off my phone” during take off.
This is usually when the flight attendant, playing the authority card says, “sir, can you please turn off your phone” in the same tone of an elementary school teacher scolding a young child.

I’m used to it, it happens pretty much every time I fly. Until, just the other day. The lovely flight attendant says to me “sir can you turn off your phone, after you’re done that message? in such a lovely tone too!
I didn’t feel like a child, I didn’t feel reprimanded, I didn’t feel like she was trying to flex her authority muscle. She added five words which entirely changed the request. Brilliant.

The next time you have a request for a customer, what could you add that would make it that much more pleasant?

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Five Steps In The Ultimate Customer Service Strategy

1. A clear vision of who you are and where you’re going (Westjet)

I don’t care if you’re Bruce Willis in Die Hard 2, if you don’t have a clear vision of who you are and where you are going, you have have no hope in hell of getting anywhere. If you are successful it’s purely out of luck. I love the quote from Alice in Wonderland:

Cheshire Cat - Alice in Wonderland

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Walks With Jeph Episode 3: Westjet (Video)

Today on walks with Jeph we talk about Westjet and the social object they’ve developed; being the “fun” airline. They tell jokes on flights, are extremely friendly, and just seem to care more than the other airlines.

Do you remember the first time you flew Westjet?  I sure do. It completely blew my mind that this airline actually wanted to make my flight more enjoyable. I went home immediately and told my parents about it and have been a loyal Westjet supporter ever since. You see, just the fact that I had to tell someone about my first experience with Westjet makes what they offer a social object.  They’ve baked the marketing right into the product and I don’t think anyone can argue the success they’ve had.

So here’s your excuse to have a crazy, wild, loud, awesome idea for your company. The next marketing meeting you host tell everyone to think about the Westjet story and how it all started.  Someone had the idea of telling jokes on flights. Even more importantly, someone high up in that company liked the idea and gave them permission to try it.

A smart culture breeds smart ideas.