Putting Customers First

I recently was waiting for a flight on U.S. Airways about five hours before the company’s flight attendants were to have gone on strike (fortunately for those traveling that weekend, including me, they didn’t). At the gate there was a local TV reporter setting up a "shot" about the strike.

When the people within camera range stood up to board the plane, the reporter joked to them, "You’re ruining my shot!" And although she laughed, you could tell by her tone that she was serious. Now she had to find a new background and new people with which to create her "perfect shot." Her tone made me think she wasn’t concerned with the people she was supposed to be doing her job for — her viewers. She was worried about what the gate and passengers looked like — the appearance of her story.

Occasionally, we’re all worried about our (and our company’s) appearance. And I think that’s good. Because how much you care about your appearance reflects a level of self-respect that is important in business, but it shouldn’t be your sole concern.

The reporter wanted a shot that made it look like we were waiting for a flight that would never arrive (or leave). But, she should have waited until midnight when the flight attendants were to go on strike and she could have seen the results firsthand. But was that convenient? Probably not. If she had waited to do her story at midnight (or in the hours following) she could have reported a more helpful story — that the airline didn’t go on strike.

Which raises an interesting question. Does your company put its wants ahead of its customers? Are your employees doing the job that’s convenient for them or do they have your customers’ interests truly at heart?

As the saying goes, "If you don’t take care of the customer… somebody else will." And with thousands of other pest control companies around, someone else is just waiting for your company to make a mistake — like the one the reporter was making.

Fortunately for its customers, U.S. Airways didn’t go on strike, operated its flights on time and most of its customers (like me) were happy. That’s how your company should run — with no strikes or delays. And most importantly, with happy customers.

The author is managing editor of PCT magazine.