Communication is key to your customers!

Communication is key to your customers!

We just got back from a very nice vacation in Punta Cana in the Dominician Republic.. It was when the vacation was ending that the lack of communication started, of course at the airport.

We were loaded on a bus to get to our departing plane and just sat there for more than 1/2 hour. No report, no verbal communication, just people on walkie-talkies talking to each other and not to us! Off the bus, back into the terminal, where we were told unscheduled maintenance on our plane was occurring. OK, I get that, I want a safe plane to travel on but 55 minutes later you tell me this?

Vacation in Punta Cana

Punta Cana

We take off 90 minutes later than planned but arrived safely, on a safe plane back in Buffalo. Then even more communication breakdown occurs once again. No custom’s forms were on our plane (mistake) and no custom forms were waiting at the customs gate. No personnel to tell us what was going on, no communication to this angry crowd.

It took one of the pilots who had gotten to the front of the line to say “why aren’t you handing out custom forms to those waiting in line to pre-fill out, instead of doing 1 at a time at the gate?”. The custom forms were handed back from passenger-to-passenger but still no communication from the B.N.I.A. staff…..ever!

Communication – it goes a long way to tell you customers, clients, passengers what is going on – even if it isn’t good news. At least the people aren’t kept in the dark when it comes to what is going on.

Communication – a key component when dealing with your customer, client or passenger. Don’t be like the airlines, communicate better.


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