In both the flights, I felt a distinct connection with the flight crew that was serving me. I kept wondering why that was. The difference was eye contact. In Singapore Airlines, each time the Singapore Girls spoke to me, they kneeled down, looked at me at eye-level and then spoke. In Emirates, while the flight attendants didn’t kneel down, they always looked me in the eye when speaking with me or passing me something. And coupled with a smile, it was always heartwarming. Even the smallest of interactions were a pleasure.
Quite simple isn’t it? It doesn’t cost anything to smile, and while it might take some time to kneel, it creates a lasting impression. One that often drives brand loyalty. Hence, it’s worth it.
What do you think? Why aren’t more airlines using more such gestures that hardly cost anything, to win over hearts and wallets? Let’s discuss here, and on Twitter (@simpliFlying)
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