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Often in our life, we are told to understand certain situations from another person’s perspective- “stepping in their shoes”. This particular piece of advice can prove to be really handy when challenges are encountered in service.
This video focuses on a specific instance where Ron encountered an example of the importance perception has when it comes to service.
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Below is an Autogenerated Transcript
Changi airport is not the only airport that’s leading right now. That’s from JFK John F Kennedy Airport, New York. Does that look like a friendly sign to you? What is it saying? I’m gonna take your car right? You’re in trouble buddy. Then I was in Croatia and I saw this sign at the airport. Okay I don’t read Croatian but I kind of got an idea of what they were saying and then I was at London Heathrow airport and they got it right.
Now you gotta understand this is an Official airport authority sign if an official airport authority you know like the security people right can understand the perception and the experience of someone else who’s not even the passenger and the British no less. Are you British?
No? I was going to give you a kiss but okay yeah and goodbye!
You got my point now this one is an Indian example I was in Bangalore and I was in a hotel and i’m looking down in the morning those are my feet and the LCD panel doesn’t work on the bathroom scale so i’m actually a good customer if there’s a problem because I always want to help so I Called the housekeeping department and I said “Hi, listen when the housekeeper comes in today to serve as my room would you ask them to put in a new battery on the bathroom scale?” and the lady said “Oh the bathroom scale is solar-powered”
I said “but it’s in the bathroom” she said “Right that’s why it doesn’t work, I said well what am I supposed to do she said when you go out today, put it by the window it’ll work when you come back”
Incredible India!
I love it!
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