Improving Customer Interaction: Lessons from Airline Crew and IT Service

Last month, I had a familiar experience while flying to a client meeting. I was on a flight with an airline I’ve used countless times before, and I asked for a meal I’ve ordered on many occasions. Unfortunately, this time the meal was disappointing: the chicken was dry, and the vegetables were overcooked. When the flight attendant, doing her usual rounds, asked me, “How was everything?” I gave her an honest answer. Her reaction was one I’ve seen all too often when service staff are confronted with dissatisfaction. She seemed taken aback, as if my feedback was inappropriate and quickly moved on to the next passenger.

This response, while not uncommon, highlights a significant issue in customer service. Ideally, the flight attendant should have focused on my feedback, listened carefully, apologized sincerely, and taken steps to address the issue — maybe by offering an alternative meal or informing the crew leader. The matter should have been noted and brought up again before landing, possibly with a gesture of goodwill, like a complimentary snack or a discount on future services.

Now, let’s switch gears and think about the relationship between IT professionals and their customers. A key difference here is that in IT, the question, “How is everything?” is rarely asked. IT professionals are often so…