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Some people are on the BASSA forum saying they will not go the extra mile now as WW has been unfair on us, so that is what WW will get!! Some are also saying it's not in our contracts to smile
So, we have one group of cc who want to stop smiling and being extra helpful to customers and another that doesn't. Is anyone seeing a pattern emerging? Any suggestions for an easy way to improve customer service overnight ?
Totally agree...it seems blatantly obvious that the crew who give 100% and 'go the extra mile' at work (even including smiling (BASSA restrictions notwithstanding)) are the very same crew who have gone that extra mile over the last few days in a blacked-out crew bus.
These are the employees who have the most to offer going forward, who will most benefit the customers, their fellow employees and the financial viability of their company.
It is these brave and honourable crew members who will no doubt take great pride in boldly but determinedly rebuilding British Airways after this spat is over.
The travelling public and investors alike need to have faith in BA's ability to fly skywards, phoenix-like, from the ashes of this unnecessary and damaging episode.
This is NOT going to happen whilst we are dogged by demonstrably militant, obstructive and lazy/selfish employees who refuse to acknowledge that we work in a SERVICE industry....we serve our customers, to the very best of our ability, we don't hold them hostage and put our wants ahead of their needs, especially when those wants are so unrealistic, unachievable and wholly unfounded. The customer comes first. Whether you and your 70s throwback militia union are having trouble agreeing the finer points of Market-leading Pay protection & World-leading Terms & Conditions (which was on the cards up until last week) is neither here nor there as far as our customers are concerned, they just want the security staff to be gentle, the pilots to fly them safely and expeditiously from A to B, and for the cabin crew to serve them their tomato juice with a smile.....it's one of the things you get paid for, don't demean the rest of your (increasingly) customer-focussed cabin crew colleagues by suggesting that you'd use this unjust, but thankfully unwinable, dispute to offer an even poorer service than before to the people who pay your mortgage and put food on your table....for shame, what WOULD your mother say?!!