How Do You Like Our Bamboo Trays?

I am a frequent flyer on a particular airline (Sometimes, too frequent).  I fly so often that they upgrade me to First Class for free on almost every trip.

Recently they upgraded the first class meal service.  Now they feature a cloth place mat (to replace the paper ones), real matching cloth napkins (to replace the paper ones), real salt and pepper shakers (to replace the paper envelopes, like you get in McDonald’s) and bamboo trays.  Previously they served on plastic trays, but now the airline uses these new “retro style” bamboo.  I thought it looked nice and at least it was different.  “How do you like our bamboo trays?” a flight attendant asked me. “Nice and different.” I said.

That was a mistake.

She began to degrade the trays saying most attendants think they are unattractive.  My opinion didn’t match hers…or matter.  Wow!  I found out on successive flights (without even asking) that most flight attendants think they look really “cheesy.”

Nice to know.  Spend a fortune upgrading your service only to have your trusted staff and servers run it down within weeks. I wonder if the airline knows their flight attendants don’t like the new look…and are passing it along to their frequent customers?

What would you do in your business in a situation like this?  Are your employees leaking their displeasure to your customers when don’t feel you care for their opinion?

Just asking…

Jim Mathis is an international speaking professional, coach and author of the Best Selling Reinvention Made Easy:  Change Your Strategy, Change Your Results.  To receive our monthly Reinvention Nation™ newsletter for free send a message to subscribe@jimmathis.com.

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