People are FunnyBill Plessinger

Customer Service CommitteeApril 2016

People are Funny(it’s better than…)

People are Funny(it’s better than…)

People are fallible

People are Funny(it’s better than…)

People are fallible

People are dumb

NASA

Go/No Go for Launch

Fort Rapids

Fort Rapids

Fort Rapids

Fort Rapids

“The Customer is Always Right”

Harry Selfridge,1909

The FingerI Give you...

Do You Know Who I Am?

Eleven Things Organizations

Can Learn From Airports

Seth Godin

I realized that I don’t dislike flying--

I dislike airports.

11.

Airport = Cemetery.

10.

Airport = Sterile.

9.

All Surprises are Bad.

8.

One Size Does Not Fit All.

7.

Ad Hoc is Forbidden.

6.TSA Theater

is an Entrenched Status Quo.

5.

Removing Slack Adds Anxiety.

4.

Customers are Powerless Transients.

3.Steamed Meat & Pretzelsis not a Meal.

2.

It’s Someone Else’s Fault.

1.

No one is in charge.

Market Domination

You Have No Choice.

Seth’s Final Thought:

Airlines doing it right

Letters to Southwest

What Does ThisMean For Us?

The Power of a Smile

If one person smiles at me on the way, I will not jump.

You had me at Hellohttps://www.youtube.com/watch?v=vcfrsYWFR78

Thank you!