I suffered the classic Ryanair experience recently.
But this was even worse than usual.
(Yes, really.)
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The queueing, followed by more queueing, followed even by queueing in the freezing cold and rain on the airport tarmac - as in the picture - I pretty much expected.
That’s par for the Ryanair course, and, in fairness…
They sell themselves on low fares and no frills.
Well, there are certainly no thrills.
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However much that queueing may be the norm, and to be expected...
What I didn’t expect was the grating lack of consideration and communication.
The plane was delayed, both going out (to Poland) and coming back to the UK.
In total by a couple of hours…
And guess how much information and explanation we got? Let alone apology.
I imagine I don’t have to answer that question.
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A couple of hundred passengers sat there, irritated, frustrated, and frankly insulted.
While over the tannoy, as the minutes ticked by, and nothing happened, there was…
Silence... followed by more silence... followed by yet more silence.
Funnily enough, the irritation grew to become anger…
And a couple of passengers shouted out at the staff.
.
Now, I really don't care for rudeness.
So I didn't join in.
But I certainly understood the frustration, as did many fellow passengers.
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When it became clear a mutiny was building, we finally had a brief announcement:
The plane needed deicing, we were told. Which was fair enough.
It was in our interests to fly safely, after all.
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But - and here's the critical point -
Why could they not have told us that in the first place?
Simon Hall writes:
It would have defused the tension, calmed the situation, and made it all a whole lot more endurable.
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The moral of the story being:
Wherever you are, and whatever you’re doing…
Communicate, communicate, and communicate some more.
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Customers like to know you're on the case, and looking after their interests.
Your colleagues appreciate similar insights.
And it’s by far the best way of managing up, keeping your bosses happy and off your back…
If everyone knows you're doing your job.
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Even if you’re facing issues - as with Ryanair - be honest, but make clear you're dealing with them.
The one thing bosses, colleagues, customers, and just about everyone hates most of all...
- is being blindsided.
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Be transparent, and be a problem solver, and you'll get far more trust and tolerance.
But to win that respect, never forget...
To keep communicating, communicating, and communicating some more.
