Travel and flying has different meanings for different people.
For Pradnya, who is a mom of a 6-year-old, claims that a holiday is a treat for all of the senses.
“It connects us to nature, to people; it re-establishes bonds and relationships when you travel with your loved ones. Most of all, it was a huge growing up experience for our son. He learned how to travel, to live out of a suitcase, to pack and carry his own luggage, to adapt to variations in food, to adjust to a house full of people, to sleep in a new room every other day and to share his precious possessions, a PSP and laptop, with others!”
Make traveling an important part of growing up!
In the past 3 months alone, Vishad has been to over 5 countries across 3 continents. When asked how he feels about traveling, he states, “I only do what I do because of the traveling involved. I get to go to so many places, meet different people, explore cultures, try new things and gain fresh perspectives.” He feels that travel gives him a new lease on life. “It has a kind of peculiar high of its own.”
Get addicted to the high!
Sandeep had a life changing experience. “I traveled for work to Switzerland. It was winter. Beautiful. Freezing cold below 15C. I went from the humidity and heat of Mumbai to such a beautiful, cold place. At one point, our ski lift got stuck for fifteen minutes on top of a mountain. We were shivering for 20 minutes. It was hell. We were thinking that we were going to die and we didn’t want to. After 20 agonizing minutes, the wheels started again. Even now, the memory gives me goose bumps.”
Make every experience count.
For Siddharatha, his best flying experience was the first one. “The best flight experience is always the first one. You will never forget the experience of your stomach sinking inside of you as the flight takes off. You catch the neighbour’s arm in anticipation and wonder if the plane will give way to gravity.”
Bring back the magic of the first time.
For Vishal, his benchmark for the best service comes from another industry. Vishad talks about his stay during his work travels “Working for X, I always have to stay at the Taj Hotels. They have amazing, worldwide customer service. Any complaint, suggestion or special request from anywhere in the world is uploaded into a customer feedback system of the Taj Group. Every complaint is discussed each day and resolved within a few days with a personal letter to the guest. Also, anytime that guest revisits any hotel of that chain, the hotel can see what complaint had been registered under his name at any other unit in the past -- and they will take care to ensure that it doesn’t happen again.” The same is done for requests “If a guest staying at Bombay requests for a Marathi (language) newspaper... and after a few months if the same guest goes to another hotel of that chain Delhi… they will ensure a Marathi newspaper for him”.
Get to know customers personally.
Vishal feels that this level of personalization is amazing. He feels that the success of a service-focused industry depends on the level of care and basic connection that is established with your core consumer. If the consumer feels like they are just one in a hundred - there isn’t that special feeling. However, if you provide services so that they don’t feel grouped with 99 others, that’s commendable. Vishal believes that you need to put people first. If your employees are happy with you, your customers will be too.
Vishad thinks low cost carriers are “awesome”. He really doesn’t see the point in paying 2-3 times the price for a short haul flight. If the flight time is long, then maybe he will consider paying a premium, but he would never pay more than he needs to for a short flight.
Make employees feel special and it will show!
POSTED BY HINOTI, SAATCHI & SAATCHI, INDIA,
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