Two words are used all the time in the airline industry: passengers and employees. Words shape how we treat people and how we think of things, words matter. That’s why at Hawkair we don’t use those two words; we understand that using the right words to describe the world can have a profound impact.
In the airline industry we’re constantly bombarded with passenger stats. Airports and airlines are focused on the number of passengers flown; sometimes you’ll hear the word customer thrown in as well. We consistently earn top honours for our “customer service” and there is a reason for that, it’s because we’re actually not focused on servicing customers. Instinctively we do it differently, we’re focused on guests. A passenger is along for the ride while our guests have our hospitality; we’re focused on providing an outstanding experience. When we have guests over, we experience a mind shift. You’d probably help them a little differently than someone you saw in passing. We’re always making sure we take care of them and offer our best.
We look to our team members, not employees to consistently provide an outstanding experience to our guests. It’s an important distinction that we feel deserves noting. Employees work for, while team members work together. At Hawkair there is no role more important than the one you’re doing right now. Each and every team member permanently impacts the team’s success with every interaction. It gives all of us tremendous pride to know that we’re playing a critical role in our success.
How we treat our team members and our guests comes down to a couple of words! Think about the words you’re using and the possible intended or unintended consequences they might be having on your team members, those you serve and your business.