Much has been written and said about Flight 1549’s splashdown in the Hudson River. It has been wonderful having a good-news story dominating the media. But I’m delighted to see that fellow AllBusiness.com blogger Glenn Ross has a lesson about customer service that we all can take from what happened. After hearing the transcripts of the conversation between the air traffic controller and the pilot, he made this observation:
Notice that, at no time did either the captain or the air traffic controller allow their emotions to take over.
They relied on their training.
They were consummate professionals.
They treated the incident as a problem and proceeded to solve it.
Several solutions were discussed and discarded as they became
irrelevant. When one wouldn’t work, another was proposed.
The next time you find yourself dealing with a customer service problem, remember Captain Sullenberger and Mr. Hardin.
Don’t get emotional.
Be as professional as they are.