Sound Tells a Story


What you say and how you say it tells people how you feel about them and what you're doing. As I sat in two airports, two planes, a train and two taxi's last week, I realized how little these companies cared. All of the announcements and interactions were monotone, scripted and lacked any sort of customization or spontaneity. Not one person made me feel important to their business.

While this sort of "business as usual" attitude obviously continues the graveyard spiral for most of these organizations, it leaves a grand opportunity for the rest of us. This is a terrible time for any operator who maintains the status quo. It's a great time for anyone sensible enough to realize that doing things better is no longer an option.