PilotNTrng From United States of America, joined Dec 2003, 897 posts, RR: 3 Posted (7 years 11 months 2 weeks 4 days 23 hours ago) and read 2949 times:
As a not so fresh out of flight training low time multi rated commercial w/ instrument pilot who can't find a job to save his life, has had to eat some pride and get a job at a local supermarket. As one of the numerous, and I do mean numerous, videos we had to watch in training, Give Em the Pickle was a mighty good and humorous one to watch. In a nutshell it summed up that taking care of the customer and giving them the pickle aka anything that makes them happy and possibly makes them want to come back, is the most important thing to remember in any business. This guy also went into detail how is granddaughter and many of her friends travelled by themselves from SEA to NY ( aiport unknown) and then onto Boston on American Airlines. He explained that the young ladies had a hard time finding their tickets to find their seats. His granddaughter overheard a flight attendant say something rude and that stuck with her and when she returned home and shared it with her grandfather. On the tape he went on to say he had said he told that to over 20000 people. I guess for litigative purposes he went on to say AA wasn't a bad airline, and that this story was to point out that one bad expeirence for one person can have them spread bad words to many many people and affect your business negatively. I know this business is fickle ( not pickle), and most people will put up with all the airline crap, due to the fact that flying is fairly cheap and usually a lot faster than driving. I guess my question is, why don't the airlines try to give out more pickles? Laugh and flame away my friends. Just a humorous take on things.
SkyGirl From United States of America, joined Nov 2007, 451 posts, RR: 3
Reply 1, posted (7 years 11 months 2 weeks 4 days 22 hours ago) and read 2937 times:
On a slightly unrelated note, I just ate a pickle.
My take on it is slightly disgruntled workers. Starting at the basics of who is serving you, they feel screwed by the company. No one gave them their pickle, or someone took their pickle away, so they take this out on those around them. I see it every day that I go to work, and I think it's sad. That's just one side of it though. I'm sure there's a heck of a lot more to it than just that, this is just what I happen to see and hear. Everyone says the reason I'm still smiling is because I haven't been kicked by the company where it hurts. This isn't quite true, I just don't see why I should take out my frustrations on the pax, when it's not their fault.
I'm going back to eating my pickle now...
...Now they face an even greater danger...Tyrannousaurs in F-14's!!
N702ML From , joined Dec 1969, posts, RR:
Reply 2, posted (7 years 11 months 2 weeks 4 days 22 hours ago) and read 2901 times:
Seen the video...hated it. Even told my manager at the time...hated it. I told her it was a complete waste of time and an insult to people who do a good job on a regular basis.
No one is going to learn good Customer Service from something so childish. No one is going to be rude and hateful one day and see some man stand in a video in front of people talking about "giving the pickle" at an ice cream store or deli or whatever and suddenly think, "Wow...I need to start being nice to people."
I think I go out of my way to be helpful and considerate and accommodating to my Customers. If you are my colleague and you DON'T exhibit that behavior...no amount of childish videos is going to change your work ethic. You need disciplinary action - NOT a video that treats you on the same level as "Romper Room" or "Seseme Street."
I thought the video was an insult to Customer-contact employees who DO a good job and a complete waste of time for people who choose not to.
Just my opinion...and, as I said, an opinion I shared with my immediate manager.
I thought it was kinda funny, but then again I have an immature sense of humor. I do get your point thought, that either you have good customer relations or you are missing that chromosome, and some video isn't going to help. What really fot me I was watching that video with a bunch of 17 year olds. Good Lord I wasn't that bad when I was that young.
USFlyer MSP From United States of America, joined May 2000, 2578 posts, RR: 0
Reply 4, posted (7 years 11 months 2 weeks 4 days 19 hours ago) and read 2761 times:
We have to watch that video every year too. I thought it was rather unhelpful as well but my coworkers and I have make all sorts of innuendo about giving people the pickle! A more useful video would be about how to deal with difficult customers.
Davescj From United States of America, joined Jun 2007, 2320 posts, RR: 0
Reply 5, posted (7 years 11 months 2 weeks 4 days 19 hours ago) and read 2737 times:
I didn't see the video. I understand the point it makes, but seems like a dumb way to get the point across.
I think that a great many customer service issues could be resolved by giving the check-in and gate agents the authority to fix the problem (re route, assist, etc). The fact that the company lets them do NOTHING makes them look like fools and makes everyone wait if a supervisor is asked for etc.
Most agents do give good service. And that needs to be remembered also. It is the MINORITY (in my experience) that are truly horrid.
One thing BA does that would seem to help customer service is their ''Catch us at our best" program. On the BA website, any customer can write a complaint, compliment, or suggestion. They specifically ask customers to name employees who gave good service. The fact that it is easy (quick email) makes me much more likely to drop a few line email saying why some employee is a credit to the company.
My advise to BA: tell the customer that the email was at least received! Also, it would be nice to know that compliments are passed onto staff.
Maverick623 From United States of America, joined Nov 2006, 6040 posts, RR: 7
Reply 7, posted (7 years 11 months 2 weeks 4 days 17 hours ago) and read 2675 times:
I too had the unfortunate "pleasure" of watching that video during Ramp Lead training.
I understand the point behind it (pretty basic concept that a lot of upper management don't get yet shove down our throats: treat your employees well and they'll treat your customers well), but don't patronize us. That actually has the opposite effect; because most adults like to be treated as such. It's an insult to think you have to revert to childish games to "teach" us leadership. It's also sad that the very people who created this video, who are supposed to know how to teach, don't know jack sh*t about psychology.
Quoting PilotNTrng (Thread starter): His granddaughter overheard a flight attendant say something rude and that stuck with her and when she returned home and shared it with her grandfather. On the tape he went on to say he had said he told that to over 20000 people.
Word of mouth is the greatest advertiser out there. Unfortunately, I find that a lot of people from CEOs down to burger flippers really don't get that.