Filed under: A Bit Of Inspiration, Airports, Attitude & Aptitude, Creativity, Culture, Leadership, Management, Marketing Fail, Mediocrity, New Zealand, Planes, Relevance, Reputation, Singapore
This may be the most privileged posts I’ve ever written.
So for the last 19 odd years, I’ve spent a lot of time on planes. Mainly flying long haul. And because I’ve moved countries a lot, I’ve got to experience a whole bunch of different airlines.
As an aside … when we moved to NZ, I genuinely thought it would be the end of my plane habit, without realising that when you live on the other side of the planet – and have clients in Europe, the US and Asia – you’re going to spend a fuck load more times on planes, not less.
Yep, I’m an idiot.
Anyway, in the time I’ve been travelling, I’ve experienced it all.
Good airlines, bad airlines, questionable airlines.
I should point out that when I say bad or questionable – it’s never about the safety of the plane [bar one occasion in China and one in Portugal] it’s more to do with the service and/or the passengers on it. I mean, who can forget the time I woke up on Air Canada, flying to Toronto from Shanghai, and found a 7 year old pissing on my blanket while his Mum watched and did absolutely nothing. No, that is not a joke.
But one airline that has consistently been great has been Singapore Airlines.
Excellent planes. Excellent service. Excellent facilities.
Now, I don’t fly them as much as I obviously did when I lived there – so I was quite excited to be flying with when returning from a trip to Amsterdam.
The first leg was up to its usual quality, but the Singapore to NZ leg was a bit weird.
First of all they changed the gate at the last minute to a totally different terminal, which meant I ended up being 3 minutes away from missing my flight – which would have only been the 2nd time I’ve ever failed to get on my plane. Then, on boarding, I discovered it was possibly the oldest plane I’d ever seen Singapore Airlines fly. Admittedly not as old as the one I flew with Air Koryo – the North Korean state airline – but proportionally, the same.
So not a great start.
But what really got me was the service.
The people on board were their usual brilliant self, but when it came to lunch, this is what they gave me to eat my food with.
Jesus Christ, were they serving me a 4957 course lunch?
Now I appreciate I sound like a privileged prick here – and I did acknowledge that at the very beginning of the post – but while this may sound the epitome of ‘first world problem’, when you’ve experienced almost 20 years of attention-to-detail perfection from Singapore Airlines, these things stand out.
Worse, they get remembered.
Which is why companies need to remember that the service they offer creates the minimum standard for the experience customers expect and the more they try to cut corners, the more all that hard work and effort goes to waste.
I get some routes are less profitable than others.
I get there’s only a certain amount of planes available.
But as the father of a friend once told me, “the sooner you see your reputation as a cost, the sooner you lose your reputation.”.
Hopefully SIA work that out faster than it has taken adland.
Filed under: A Bit Of Inspiration, Advertising, Airports, Attitude & Aptitude, Business, China, Chinese Culture, Culture, Customer Service, Empathy, Experience, Fulfillment, Individuality, Management, Planes, Prejudice, Relevance, Reputation, Resonance
So as you know, I was in China recently and when I was flying from Chengdu back to Shanghai, my plane was 5 hours late for takeoff.
While that is a pain, what made it worse was it meant we didn’t even take off till nearly midnight.
Now the good news for me is I sleep on planes.
In fact I sleep better on planes than anywhere else.
I’m fast asleep before takeoff and tend to wake up on landing … and that’s what happened to me this time, aided by the late hour.
However what was different this time was I found a package and this note next to me.
Specifically this package and note …
Apparently the crew on the plane were worried I’d wake up hungry but didn’t want to wake me up as they could see I was fast asleep and it was very late so they made up that package and wrote that note.
While I am not sure if the food I received was worthy of that much care and consideration, that level of service – despite the note being written on a sick bag, hahaha – is ‘TV ad worthy’.
China gets a bad rap for customer service, however in my experience it’s miles ahead of most other nations [which suggests it’s driven by ignorance and/or prejudice] because this small act on a China Eastern flight between Chengdu and Shanghai shows what happens when you train your people to not just blindly follow a corporate, cost-efficientprocess, but to actually and actively care about your customers.
Thank you China Eastern.
Another month forward with a totally un-topical post.
Kinda.
So a while back, I was walking through Heathrow Airport and saw this …
A Top Trumps vending machine.
Top. Bloody. Trumps.
Don’t get me wrong, I love Top Trumps … hell, we even made some for a project cynic had with NASA … but I was surprised as hell to see a vending machine dedicated to them.
Of course they’re perfect plane/holiday material … but in a smartphone world, it was still a surprise to see them because they’re proper old school.
Mind you, so are Rubik’s cubes – which in a few days, you’ll read a post about – so maybe there’s a growing desire to get back to more simple but immersive stuff.
Maybe.
Whatever the reasons, I liked it and I like the line on the side of the machine: “Whatever you’re into, so are we”.
OK, so they could have dropped ‘so are we’ – and not just because it would make it sound better – but I like they’re basically communicating that they see everyone, regardless what weird shit they may be into. Better yet, they do.
OK, so while they definitely don’t have a pack for everything people are into [ahem] there’s an incredible range [see the Spitting Image pack] and there’s the chance to make your own, which would have been great if they had that 20 years ago, ha.
So well done TT … you may be old, but you’re aging better than most. Me for a start.
Filed under: Advertising, Airports, Attitude & Aptitude, Crap Campaigns In History, Perfume
Over the years, I’ve written a bunch about perfume advertising.
How it must be the equivalent of an architect being asked to design a building in China or Dubai – because absolutely anything goes.
At the other end of the spectrum is airport advertising.
Like perfume ads, the goal is not to really sell … but to create illusion and impression.
A way to drive awareness or influence with a captive audience.
And while there are the odd moments of magic – like the Gentle Monster face I worked on – the vast majority are beige-as-batshit ads for banks, universities and fashion houses.
Of course they don’t think that, as I saw recently, they consider themselves the creme de la creme of prestigious ad placement …
Now don’t get me wrong, getting on a plane still has some element of glamour attached – a teensy bit – but a picture of a plane with the words ‘creative advertising’ under it hardly does them service.
And yet, like perfume advertising, there are some who think normal rules do not apply.
While in Croatia, I saw this piece of insanity …
What the fuck?
I mean, I know airports get all sorts of people passing through them.
And, as I said, ads in airport are more about awareness than driving immediate sales.
But … but … an ad for a war plane?
Who is going to pass through an airport and go, “oh yes, that would be perfect for the military coup I’m considering igniting”
Hell, even if it was in Duty Free with a 30% discount, I doubt you’d have to beat people off with a shitty stick to buy one.
And what the hell does ‘Challenge. Create. Outperform.’ even mean?
Then there’s ‘unbeatable combination’.
What’s that then … plane and death?
I am so confused and can only say that whoever bought/sold this ad, is either a genius, a maniac or a dictator.