Think cancelled flights, 5 days delay at Heathrow Airport, 6 hours in telephone queuing systems, cancelled hotel bookings, etc.
My tale of holiday woe even got a laugh whilst delivering my 60 second marketing presentation at last Tuesday's BNI meeting.
But here's the thing: whilst bad weather and lack of investment in dealing with it is one thing, what really upset me and I believe the vast majority of other people affected, was the poor public relations, bad customer service, and abysmal communication skills in general.
Whilst I would say that some companies, whilst still affected by the snow, delivered excellent interpersonal service with their customers,the majority did not.
This is where I come in!
I've made it my aim this year to raise awareness that good communication skills and respectful service are important in business. I want companies to banish the 'I can't be bothhered' attitude of some of its staff.
As a business communications coach it is my role to take this message to companies, and to show them techniques so that they can raise their game.
Some call the models I use lessons in common courtesy, good manners, clear and concise communication. I simply call them good business sense. With them, business grows, yet without them clients dwindle, revenue falls, and ultimately businesses fail.
As a traveller, those companies that showed me no courtesy over the Christmas period will no longer get my custom, whereas those that demonstrated good communication skills, empathy, and a 'can do' attitude have now become my go-to providers when next I need their services.
Surely, that's good business?
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