Email
sinha.rk.dr@gmail.com
Consumer messaging must be clear, unambiguous, and non-conflicting.
It sounds quite trivial, isn’t it? Why should I even write about it?
If we look around us and deeply observe various messages we get from the product and service providers, many of these are unclear, ambiguous, and conflicting. Some of them do affect the customer service performance quite adversely.
I was at the Lucknow airport today afternoon, waiting for my flight to Mumbai. The display on gate 1 mentioned the next flight going to Mumbai, followed by the scheduled flight to Delhi. The gate officer perhaps got a different instruction and announced that the Delhi flight would leave first. Utter chaos!
Mumbai passengers, looking at the display board, started crowding at the gate for boarding. On the other hand, some Delhi passengers were sitting patiently, waiting for the display to change. The staff didn’t notice the discrepancy and conflicting messages from the announcement booth and the display monitor continued.
The Delhi flight did board first but was delayed by about 30 minutes for a single passenger who was sitting right there, diligently looking at the gate display board.
What was the root cause of the sub-optimal service performance and the flight delay? Do you think it would ever be recorded and corrected?