I tend to fly someplace 2-3 times a month. Most of these trips are without any issues and as enjoyable as air travel can be. Well, odds ran out today. In taxi for takeoff the navigation system went out and we had to return to the gate and now we wait for the maintenance guys to come take a look and “hopefully” get us in the air soon. Now, as we all sit here about every 10 minutes the pilot; not a flight attendant; comes on the mic and gives us an “update” on what is going on. That small action keeps the crowd in check and gives the crew more time to get the job completed. These little updates work- for everyone. In our business (NationLink Wireless®) we sell and service wireless solutions for businesses and individuals all over the country; and if you have a cell phone you know things go wrong with it, your bill, your service all the time. THAT is want we are expected to do as a “service provider” – fix the challenge quickly and correctly. Many times in doing this it takes longer than a client may think it should due to the carriers inefficient system (you have all called their 800 number at some point). So, we require all our CAS (Corporate Account Support) group members to “update” those clients; nothing hard; just a simple “hey, we haven’t forgotten about you and we are still working on it” is all it takes. This small action goes a long, long way with clients. Its works in our business – it works for the airlines- and it can work for you to increase your clients satisfaction.
Areas of Expertise: Business Coaching
As the founder of Petra Coach, Andy Bailey can cut through organizational BS faster than a hot knife through butter, showing organizations the logjams thwarting their success and coaching them past the excuses we all use to avoid doing what needs to be done. Andy learned how to build great organizations by building a great business, which he started in college, then grew into an Inc. 500 multi-million dollar national company that he successfully sold and exited. He founded Petra to pass on to other entrepreneurs, business owners, and leaders the principles and practices he used to build his successful enterprise, which are rooted in the Rockefeller Habits methodology. Andy serves in an advisory role on the Gazelles Council, The Leaders of the ScaleUp Movement.