I have just arrived at Auckland on my way to a coachingclub meeting in Wellington. I came in on a very pleasant Qantas flight from Brisbane which turned out to be the last ever flight for Captain Larry Olsen. We were informed by Melissa, the extremely professional cabin services manager, that this was Captain Olsen’s last ever flight in a long and distinguished career flying both military and commercial jets. This was greeted by applause from all passengers on board and then we were treated to a fire hose farewell for the Captain by the airport fire fighters. All in all, a wonderful experience.
Just 15 minutes later, the whole thing was sullied at baggage claim. Despite being marked with a priority baggage label, my bag was one of the last to arrive on the carousel – along with all of the other priority bags. Mine looked as though it had been dragged through several hedges. A luggage tag had been ripped off and the bag had clearly been opened and not properly closed again.
This got me thinking about experiences. In our quest to create great experiences for clients, we need to be focused on making those experiences consistent. Are you creating consistently great experiences or are you consistently inconsistent?