People are FunnyBill Plessinger
Customer Service CommitteeApril 2016
People are Funny(it’s better than…)
People are Funny(it’s better than…)
People are fallible
People are Funny(it’s better than…)
People are fallible
People are dumb
NASA
Go/No Go for Launch
Fort Rapids
Fort Rapids
Fort Rapids
Fort Rapids
“The Customer is Always Right”
Harry Selfridge,1909
The FingerI Give you...
Do You Know Who I Am?
Eleven Things Organizations
Can Learn From Airports
Seth Godin
I realized that I don’t dislike flying--
I dislike airports.
11.
Airport = Cemetery.
10.
Airport = Sterile.
9.
All Surprises are Bad.
8.
One Size Does Not Fit All.
7.
Ad Hoc is Forbidden.
6.TSA Theater
is an Entrenched Status Quo.
5.
Removing Slack Adds Anxiety.
4.
Customers are Powerless Transients.
3.Steamed Meat & Pretzelsis not a Meal.
2.
It’s Someone Else’s Fault.
1.
No one is in charge.
Market Domination
You Have No Choice.
Seth’s Final Thought:
Airlines doing it right
Letters to Southwest
What Does ThisMean For Us?
The Power of a Smile
If one person smiles at me on the way, I will not jump.
You had me at Hellohttps://www.youtube.com/watch?v=vcfrsYWFR78
Thank you!