• LinkedIn
  • YouTube
  • Twitter
  • Facebook
  • Google+

You’re a leader to customers, too

by on
in Best-Practices Leadership,Leaders & Managers

A midlevel marketing manager recently flew to London on British Airways. The flight was to land at Heathrow Airport, but a labor dispute on the ground diverted the plane, which circled awhile, then landed at another airport, then sat on the runway, then took off again and landed at Heathrow. The delay chewed up about 90 minutes.

Amazingly, the marketing manager was favorably impressed. She liked how the plane’s captain announced the problems by coming back to the cabin and telling the passengers in person what was going on. He did that five times during the delay.

“I could feel the impact of the captain’s action in the plane cabin,” the marketing manager says. “People were obviously calmed. He demonstrated his understanding that the passengers deserved both an explanation and his help in adapting to the delay. I was impressed by his leadership.”

Lesson: Customer service extends well beyond the customer service department.

Like what you've read? ...Republish it and share great business tips!

Attention: Readers, Publishers, Editors, Bloggers, Media, Webmasters and more...

We believe great content should be read and passed around. After all, knowledge IS power. And good business can become great with the right information at their fingertips. If you'd like to share any of the insightful articles on BusinessManagementDaily.com, you may republish or syndicate it without charge.

The only thing we ask is that you keep the article exactly as it was written and formatted. You also need to include an attribution statement and link to the article.

" This information is proudly provided by Business Management Daily.com: http://www.businessmanagementdaily.com/7647/youre-a-leader-to-customers-too "

Leave a Comment