Surface Ripples

More Boards Please!

When I’ve been lucky enough to use an airport lounge, what strikes me most in many of them is how few boards there are with details of departing flights.  

As a result, lounge users are obliged to go to the lounge entrance where the sole information board is on view.

Don’t get me wrong, I’m delighted when I get to use the lounge, but one of the main purposes of a business class lounge is that it should be a place where one can relax, rather than constantly get up and down to find from which gate one’s plane is leaving.  After all, you’ve either:

• Paid a premium price for a business class ticket.
• Bought that business class ticket on airmiles accumulated over taking many flights (so still paying for it). 
• Used your “special” credit card (for which you may have to pay a membership fee or keep a minimum balance on account) to access the lounge.  

In busier airports, the lounge staff also won’t announce departing flights due to the sheer volume of movements at the airport.  If they did, they’d be going non-stop. 

It’s a small thing, but as they say, “the devil is in the detail” and it surely wouldn’t cost much to install a few more boards where those who are paying for either business class tickets (which entitles them to lounge use) or those with other access privileges can see the boards and have a better lounge experience?

It’s all part of the “Customer Experience” -  small things that can spoil an otherwise pleasant encounter. Has this ever been a problem for you?

I deliver change in markets ranging from the most developed to “emerging” economies. With a wealth of international experience in international financial services around the world running different operations and lending businesses, I started my own Consultancy to provide solutions for improving performance, productivity and risk management.  I work with individuals, small businesses, charities, quoted companies and academic institutions across the world. An international speaker, trainer, author and fund-raiser, I can be contacted by email. 

Labels: Customer Care, Selling

posted by William Martin @ 07:59