An ice-cold glass of coconut water on a recent flight made me happy. A number of things worked together – maybe to start with, I did not know coconut water was available. Possibly a new addition to the otherwise tired offering. A reminder that from time to time, we all need to freshen things up a bit.
The second was perfectly chilled. Getting a well-iced beverage instead of the usual tepid liquid was a treat, but what made it perfect was the delivery. It came with a genuinely warm smile that reached the eyes. “Enjoy your beverage, and sorry to keep you waiting…”
The “Enjoy your beverage” may have been part of the script, but the care in service delivery was of true presence, not performative practice. How do I know? Because the person sitting next to me asked for coconut water too (that’s how I got to know it was on offer).
There were two air hostesses working in tandem. Once the beverage was poured, it was handed to the other (let’s call her Ms. Smiley) to pass on to the customer. Here is where Ms. Smiley’s service excellence gene kicked in; she noticed that there was just a little less than what should have been in the glass. Passed it back to her colleague, let’s call her Ms. Short cut, and said can you add some more, please.
That’s when it became evident that the coconut water in the cart had finished. Ms. Short cut must have realised there was less in the glass, but just enough to get away with it, and decided to give it to the customer. Ms. Smiley, on the other hand, felt that the customer should get a full glass, not a three-quarter-filled one. She went back to the galley, got another bottle, and then gave my co-traveler his drink.
That’s when she turned her attention back on me and, with that lovely smile, gave me my drink with an apology for keeping me waiting. A moment of unexpected delight, for the unexpected treat of a lovely drink, delivered with care instead of indifference.
How to create a team of people who will pay attention in this way to every client? They need to be trained to communicate for sure, but they also need to be reminded to genuinely connect. One must care enough to do the job in the way it’s meant to be done. No shortcuts. Instead, add that little bit extra and deliver it with a smile. From the eyes.
Clients are always watching; they know when presence is real, and that is what I believe is really working right now. Stop performing. Start pouring from your cup of realness.
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