A few weeks ago I posted a blog called, “The Promise United Never Made”.
Wow did that stir up some strong feelings from the opposers, critics, and posers out there! Haha.
My whole point was simply that United Airlines only had it as a GOAL to make the customer experience be positive, that they never made any kind of PROMISE to us.
Many people agreed with my assessment and the change in language, and how that shifts the strength of power in our words.
And then others showed up shouting how promises can’t be guaranteed, it depends on the circumstance, as well as how airlines have every right to do what they did.
I get it, but I don’t agree.
And apparently United took a long hard look at their Mission Statement, their Corporate Culture, the way they have trained Employees for unfortunate situations as such, and….
After a great deal of being blasted by the media, of not initially owning up to the mistake, of losing hundreds of millions in bad publicity, and having a CEO who was trying to save face….
Finally came up with a GREAT email they sent out to all the world and customers, which was forwarded to me by about 479 people. It said:
“Each flight you take with us represents an important promise we make to you, our customer. It’s not simply that we make sure you reach your destination safely and on time, but also that you will be treated with the highest level of service and the deepest sense of dignity and respect.”
I didn’t need to read anything else. That was the FIRST 2 LINES! (Feel free to read the whole letter below)
All I could say was, “Congratulations United for finally making a Promise to your audience, your family, and to yourself.”
As I said, Goals are for you, Promises are what you’ll do for me. If you say you’ve got a Goal I don’t believe you’ll do what it takes to deliver, but if you make a Promise I can believe you are serious.
My hats off to United for stepping up, stating their Pledge, and making a Promise.
In what ways can we do the same in our business?
~ jason hewlett
Jason Hewlett, CSP (Certified Speaking Professional), CPAE Speaker Hall of Fame, is a Keynote Speaker for the largest corporate events in the world. His primary message, The Promise, is essential for Leadership, Management, Sales, Marketing, Direct-Sales Companies, and is a combination of engagement and entertainment meets inspiration. Jason has even received standing ovations from IT guys. He has been acknowledged as life-changing by Conference Attendees, C-Level Executives and Hollywood Elite. jasonhewlett.com
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