Just in time for Holiday shopping and travel, this once grouchy airline worker shows other customer contact personnel how to recognize their personal value and send their spirits soaring in spite of pay cuts, executive excess, and low coworker morale
CORAL GABLES, Fla., Dec. 18, 2008 — Gallup Research Polls show that companies with a sizable group of passionately loyal customers have significantly higher profits. In fact, studies show that, when treated right, these valuable customers spend 23% more per transaction than customers with no loyalty to the business at all. Loyalty normally grows among customers that have positive interactions with those on the front-line.
Motivating customer contact employees to deliver warm, polite, and engaging service is a challenge that most businesses will continue to face indefinitely. One of the main challenges they face is convincing front-line personnel of how they will personally benefit by providing the type of service that brings customers back and to spend more money each and every time they return. Many companies have found it virtually impossible to do this alone and that is where Gailen David comes in.
In his new book, Jetiquette … The Customer Experience and You, Gailen David fills in the missing piece of the customer experience puzzle: employee buy-in. His book speaks of the discoveries made as he fought his way back from an angry, disengaged, often confrontational employee to one that actually loves his work as a flight attendant for American Airlines, over 20 years after being hired. When he reached “job burnout,” David gave himself an ultimatum to discover how to stay motivated and fulfilled in his job or to quit. He was surprised to find how recommitted he became to customer satisfaction with praise from the customer becoming almost addictive. His belief that more money was the only way to joy on the job has now been forever changed to something more internal than external.
“Nowadays, when we make a customer feel special, it may be the best thing that’s happened to them all day or all week. These are stressful times and the little things are becoming more and more valuable to all of us! To have a customer become emotionally attached to American Airlines because of something I’ve done is an amazing reward and I want my friends in customer service across all industries to have that experience,” David says. He speaks regularly to employees of various companies either on-site or at his Coral Gables, FL office location.
The largest travel industry magazine recently recognized Gailen David for his Jetiquette(R) program by presenting him with the 2008 Travel Weekly Magellan Award. The Jetiquette program reconnects employees with their careers, drives performance improvements and sets the stage for improved corporate results.
Contact the office of Gailen David to arrange an interview at 877-759-7839.
Contact:
Gailen David
4000 Ponce de Leon Blvd. Suite 470
Coral Gables, FL 33133
http://JetiquetteAcademy.com
http://www.skysteward.com
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