Back in the 1960s when Cathay's Convair 880s ruled the asian skies the daily Hongkong- Manila-Hongkong flight carried with it a little perk that allowed the three flight deck crew to have a free soft drink at the Manila departure lounge during turn around. Normaly it was an ice cold milk shake or a calamensi both of which were top notch. The Captain signed and Cathay picked up the tab. Eventualy it was stopped ( can't recall when ) which was a pity as this small perquisite virtually cost nothing but certainly generated much good will.
Try convincing bean counters the value of good will...
It is very real but cannot be seen on a spreadsheet. Therefore, it has no value to an office bureaucrat seeking promotion. Cutting the expense though... that can be accounted for and noticed by superiors. Good job, pat on the back.
Which is better for CX? We all know the true answer, even the bean counters know.
After 20+ yrs of accountants saying they cannot simply justify or quantify "good will" or relate good will to morale or productivity they have realised they were wrong (I bet that surprises no one!!)
If you ask your business friends in HK about their companies productivity structures you'll find that most, if not all progressive and successful companies do in fact now have a column on their spreadsheets for good will and its effect on productivity.
These acts of good will are often very cheap and cheerful but they pack a far bigger punch on morale and productivity than they cost. In fact they are often free or complimentary!
Trying to get Swire or Cathay to step out of the sweatshops of the industrial revolution might be just to much to hope for however.
Last edited by Silberfuchs; 15th Aug 2012 at 08:08.
Actually, the BAH freebie for the Captain started life as a full bottle of Johhny Walker. Trouble was, it was compulsory with many senior Captains for the crew to repair to his room immedately on arrival to assist him with drinking it. Luckily, most F/E's were experts at putting away large quantities of booze.