Top of Haleakala Crater - Sunrise - Have you ever felt on top of the world?

Is the “Aloha Spirit” of Hawaii really just
great Customer Service in disguise?

If you’ve ever experienced the Hawaiian islands, you’ll know and have heard all about the “Aloha Spirit”. The Aloha Spirit usually conjures up visions of flowers, surf, sandy beaches, tropical drinks, warmth and relaxation, but so do many other locations in the world. So what is it? Is it about the way you are welcomed and treated by everyone? Is this truly what Customer Care is about?

I’ve been going to these Islands for 30 years. I’ve traveled the world. I’ve pondered these questions frequently as I return now so often: What is the magic of the Hawaiian islands? What is the Aloha Spirit? Why does it generate such great vibes if you’ve ever had the pleasure of walking on her shores?

Honestly, compared to other destinations – and I travel a lot – I’ve noticed almost everyone holds doors, readily give directions, smiles, greets you (even the housekeeping staff when you meet them in the hallway). If you smile, they smile back even greater. I don’t believe they do this because they are constantly reminded they depend on me (the tourist), it is just the Hawaiian culture. So, can other organizations create an Aloha Spirit?

Why Does the Aloha Sprit need to alive & well in Hawaii?
Those in Hawaii delivering the services to tourists could single-handedly put their economy into turmoil if they chose to stop treating their customer extremely well. Why does the Aloha Spirit need to be alive and well at all times?

You Have to Fly – You Can’t Drive
These islands and their population are very dependent on tourism and the suppliers that support it. They are all integrated and inter-dependent – and if they are not delivering “good customer service”, people don’t readily go; it can be too much of a hassle. The Islands’ biggest problem is access to the islands. You have to get on an airplane, you can’t drive. Hawaii Tourism Authority and the airports must constantly try to attract and convince airlines to bring passengers. Travellers are completely dependent on the airline carriers.

Even Inter-Island – No Ferry, No Driving
For many travelers, it can be a complicated process, deciding on best airfares and schedules, accommodations, car rentals, activities, what to bring, what to wear, ground transportation. And what about connections to outer islands once you get there? Especially if you are traveling from outside of the United States or Canada. Last time I checked, there was no Customs agent to clear you at the outer islands when you land, which forces you to land in Honolulu first and then grab a connection. This adds costs for flights and adds up for a family fast. However, somehow most people seem to budget or decide it’s worth it. Why? I believe it’s the service of this integrated environment of suppliers, and not only the greetings but everything else you get in this integrated system to help the traveler, such as: the Aloha Spirit which is even seen within the police (just behave yourself and go down to watch the festivities on Halloween night on the main strip in Waikiki – it’s even safe enough to walk home alone at midnight); one doesn’t get sick on the water (thanks to the city engineering); the laws are typically easy to understand and are upheld; and the money exchange is easy. Top it off with a floral lei (even if you buy it yourself) and you will find yourself getting into the Aloha Spirit.

I go because as a customer, I feel welcome every time. Today, I wish everyone some Aloha Spirit. Can your organization build the Aloha Spirit? I believe they can with the right leadership, the right messaging and training. I’ve seen cultures change firsthand with the clients I’ve worked with.

If you want to see some great places to visit, even as a virtual tourist, here are….

My favourite Aloha locations to visit:

Oahu

Sandy Beach – Don’t swim here without your flippers –

Haunama Bay

Of course Waikiki - No need to rent a car unless you want to tour the island (and a little Hawaiian music to go with it). Don’t tell Enterprise I told you not to rent a car. However I’ve found them the best customer experience on the island to rent from.

The Big Island – Hawaii

Volcano National Park
http://www.gohawaii.com/big-island/regions-neighborhoods/kau/hawaii-volcanoes-national-park

Akaka Falls
http://www.gohawaii.com/big-island/regions-neighborhoods/hamakua-coast/akaka-falls-state-park

Geothermal Pools
http://www.hawaiiweb.com/hawaii/ahalanui-park-hawaii-the-big-island.html

Kaua’i

Poipu Beach Park
http://www.gohawaii.com/kauai/regions-neighborhoods/south-shore/poipu-beach-park

Waimea Canyon (The Grand Canyon of Hawaii)
http://www.gohawaii.com/kauai/regions-neighborhoods/west-side/waimea-canyon

Napali Shores (17 mile Hike (Take a guide and camp one night)
http://www.gohawaii.com/kauai/regions-neighborhoods/north-shore/napali-coast

Maui

Haleakala Sunrise (Your Bucket List Must)
http://www.gohawaii.com/maui/guidebook/topics/haleakala-sunrise

Mamma’s Fish House (Food and location – Excellent) Just watch the Intro – Fun!!!
http://www.mamasfishhouse.com/

Aloha!

For more information on how Elaine can help your organization with Customer Experience training and keynotes visit: www.elaineallison.com

a) What

b) Why

c) How

a) (What) I’m sorry sir, but all electronic devices will need to be shut down before take off.

b) (Why) there is a strong risk that they could interfere with navigation devices as we taxi and the pilots need to communicate with the tower.

c) (How) We’ll need all “texting and electrical devices off” in the next 30 seconds and it can resume (name the time when they can). (give them options).

Those who have the responsibility, but not the authority (aka they can’t make a physical arrest – they have to call someone to do this) – get caught in this all the time.  It’s a double edge sword.  It’s like someone going to the bathroom during the seatbelt sign – (by the way you can go the bathroom – but you are at your own risk – and it can be risky if you do hit a huge pocket of turbulence). The flight attendants by regulation just legally have to warn you.  On the electronic device issue, unfortunately as soon as the flight attendant takes their jump seat I can’t tell you how many people bring their devices back out and it is frustrating as a passenger to see people do this.

With Mr. Baldwin’s account, it sounds like he was in the bathroom at the time, so I’m confused, if he was in the bathroom, hopefully they had not pushed the airplane back yet, because if they had not pushed back,  he could technically have a few more minutes to use his cell phone. (Electronic devices to my knowledge as I fly 5 – 8 times a month – don’t need to go off until you are ready to move).  Did he delay the flight because he would not come out of the bathroom as he was playing games on his cell phone – and delaying the flight.  In that case, if he is going ballistic, delaying a flight for anything other than a medical emergency, there is a security issue and a passenger should be removed by the proper authorises.  The flight attendants should call for immediate back up to have this done. Often this situation can be circumvented if you “Don’t Come to the Fight” (another technique I teach, but don’t have time to go into right now).

Of course I was not there, so don’t know all the details, however in situations like this, these techniques have been known to work exponentially well.

To recap: If you only tell them “what” it comes out as a command, miss “why” they think you are picking on them, miss “how” or what their options are – you miss the opportunity to be professional (competent) and (courteous).  I used to be a prison guard in an all-male maximum security prison (and was a former flight attendant) and I know this technique works.  I get customer service staff to write their own scripts in my keynotes and training.  They are amazed how easy and powerful it is.  P.S. You are not allowed to use “You”. www.elaineallison.com

Do you know your customer expects 3 basic things when they make a purchase with your company?

These are  3 essential elements to include in your customer service training

Courtesy, Competency and Concern and they are all interdependent.  One without the other – and you have a problem.

Let’s explore these 3  C’s when we are the customer – Courtesy, competency and concern.  First, Courtesy, we all know when it doesn’t happen and you feel it.  How many of you have had someone who was abrupt, rude or disinterested?  The product or service worked as planned and the employee could fix the problem efficiently (Competent), they may have shown some (Concern) that you at least got the product or service.   2 out of 3 isn’t bad, so you’ll probably accept it, not necessarily leave, but you will remember that they were short or indifferent and you probably won’t rave about it to anyone.

We all know what incompetent looks like – they just don’t have the understanding to offer solutions to the issue or they can’t work the software properly, or the product and they fail to ask for help internally and learn – they just say sorry!   Or worse, you get pushed around to another department.  They lack any Competency.  Believe it or not, the employee is often as frustrated too. Those companies with well trained staff and outstanding order entry or escalation processes get rave reviews and raving fans.  At the end of the day as consumers, we just want resolve.

The final thing we want as customers is at least someone to give a darn – be Concerned.  For example, Show some empathy to my plight.  Keep me informed, tell me that the airplane is not moving because of a mechanical problem, or you are working on fixing the software and when it might be fixed.   At least show some understanding that I’m not going to get what I need at the exact moment that I need it.  (Even if it is that someone will be with me in a moment).

How many of you recall someone who was really efficient, never spoke to you except to take your payment, or worse didn’t even look at you.  Some airlines still do this as they pass your boarding card under the reader.  They are competent and as fast as heck, but really don’t care if you use their services or not – they forget that we (the customer), are the one’s paying for their dinner tonight.

If your employees are great at one, but not all 3 – your complaints can rise, and your profits go down.  Do they know the importance of all of these.  Courtesy, Competent and Concern.

I always ask in a needs analysis, can your employees or your Executive name off 3 adjectives why you exist.  For example; McDonalds Restaurants was invented to deliver: Efficient, Consistent, Affordable food services in a CLEAN environment.  They have now renovated numerous locations to get back to that “clean” feeling they were known for.  Yes, they’ve added salads to their menu, (and thank you from a Mom who works hard to maintain a healthy weight), but I often still don’t go to McDonalds for a salad, and I do enjoy dropping in on the Golden Arches because I’m fairly certain once again, they will have a clean bathroom, no matter where I’m traveling.

Westjet Airlines is another example.  They know why they exist and continues to grab market share – in fact they “Care”antee it.   Their employees know why they exist; To deliver: On-time, Affordable and  Friendly (actually often funny too) service.

Once employees and the management are clear on what they deliver and how they are different, they strive to enact it in their daily service delivery or how they manage employees and the business.  They actually influence each other, and will support or nudge one another to ensure it happens.  It’s magic when I see it happen and they often win awards and profits soar again.  Ask yourself do you know why you exist?  Name it now if you can.

The quality of customer care shown to your customers by your staff will impact your reputation in either a negative or positive way. Customer care is the hallmark of your business.

How do you train your staff to deliver exceptional customer service?

Tell your staff how to treat your customers and they will try, but not always deliver on the promises.

Engage them in ways to delivering or exceeding expectations and  resolving customer issues as they occur, and you will witness them actually doing it time and time again.  You see the number one motivational factor in the workplace is not necessarily money.  Mind you, if you take it away, they may not show up. However the number one motivational factor is actually CONTRIBUTION.

The ability to contribute – to make a difference is energizing.  In fact, it is the meaning of life – why are we here?  To make a difference (big or small).  It just feels good when someone can “Fix it”- such as your reason for wanting a product or service in the first place, or if you have a complaint.  This is regardless, whether you are giving it, or receiving it.  It just feels good.  That is why employees like working for winning companies that look after their customers and deliver on their promises – a certain pride is exuded when they hear their friends and family say – Oh, they’re the best.  In fact without great service you may not last long.  Competition is fierce.

How to do engage them.  Either hire an expert facilitator, or do it yourself if you can manage the multiple ideas that will come up and get your staff involved in the process.  This can be done by facilitating ideas in meetings to finding new ways to deliver services or products, or reviewing typical and ongoing customer service breakdowns and their possible solutions.

Note: Don’t point anyone out – keep the scenario as generic as possible and focus on the solutions.