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I swear some people go out of their way to be as miserable as possible. Thank god this forum isn’t a representation of life on the line, for me.
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Originally Posted by BusDrvr
(Post 3606787)
Train engineers still have a pension!
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Originally Posted by ancman;[url=tel:3606515
3606515[/url]]I saw him lecturing another bellhop about how unprofessional it is to not be wearing the hat, and how he knew the hat was a requirement when he applied.
He also mentioned that hotel management will start cracking down and firing employees at the already short-staffed hotel who aren’t wearing this “iconic” symbol. |
Originally Posted by dbrownie
(Post 3606911)
So do lots of Delta employees (and pilots) point?
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So a customer is about to buy a $700 ticket for their trip and sees one priced at $699 (DL, DBJ and hat adorned pilots) and another ticket for $698 (OL, their pilots wearing no fancy hat or jacket). Guess which ticket gets sold.
I'll wear whatever's required but have no illusion it drives customer purchasing decisions. |
Originally Posted by FliesInSoup
(Post 3607749)
So a customer is about to buy a $700 ticket for their trip and sees one priced at $699 (DL, DBJ and hat adorned pilots) and another ticket for $698 (OL, their pilots wearing no fancy hat or jacket). Guess which ticket gets sold.
I'll wear whatever's required but have no illusion it drives customer purchasing decisions. It’s not the single line item, it’s part of the whole package which drives purchase decisions. The kind of customer we want is the one who is influenced by what we deem trivial uniform. Those same ones are influenced by the bamboo cutlery, personalized bag tags, parade sponsorships, sustainable fuel, etc. Yes, we are cheap airline pilots and trip over each other to pick up a nickel and happily brag on our steals at Costco. We wouldn’t be bamboozled paying full price for first class tickets or using the company card for full fare coach. I argue we don’t understand the uniform impact because we aren’t the customer influenced by it. (Other than microagression influence of headphones and backpacks on both shoulders which scream guard-meow). The managers are making the revenue premium on customers that will pay extra for the experience: empty middle seats during Covid, premium select, comfort+, free internet, tv screens with current content, nice new terminals like LAX, SLC, and LGA. It’s called product segmentation and (perceived) product differentiation on an otherwise commodity. We’ll happily take the family of 5 with crying babies that sit in the last row in basic economy, but the money is made on less price sensitive customers that spoil their fur babies with refrigerated dog food. The uniform isn’t the deal breaker- just like a car with 8 cup holders doesn’t tip the scale on one with only 7, rather it’s part of the whole calculus. I agree, I am not influenced by the waitress wearing sweat pants serving chicken fingers. Good food is good food. But the customers with loose wallets want their waiter in a suit if they’re going to fork over a hefty bill. |
Originally Posted by saturn
(Post 3605973)
This whole battle of uniform importance lives in the minds of deltoid pilots. You put way too much stock in NPS questions, as if the same questioned asked to a UA customer (How well dressed was your pilot?) would be terribly different. Passengers don't care that much about the nuance in buttons on your jacket, or your blazer color, etc.
Funny we have folks debating the dignity of our brand image, yet our corporate side has no problem outsourcing 1500+ daily flights to Skywest, Republic, EDV, (and historically several others) whose uniforms pieces include no hats, single breasted blazers, trench-coat, leather coat, sweater with epaulets, navy blue colors, different brass etc, all while being thanked for flying Delta. Guess what? Corporate not only knows most folks think they're still flying on Delta when they board that E175, they proactively try to blur the distinction. OBTW, I know our NPS on SKW is still very high, probably others too. So yeah, If we switched buttons on our suit, or got a modern materials real coat option, etc, it would make an insignificant impact on our brand or bottom line. Most impactful in the minds of people who's identity is tied to their uniform. |
Originally Posted by Planetrain
(Post 3607793)
I’m not hating, just want to share another opinion:
It’s not the single line item, it’s part of the whole package which drives purchase decisions. The kind of customer we want is the one who is influenced by what we deem trivial uniform. Those same ones are influenced by the bamboo cutlery, personalized bag tags, parade sponsorships, sustainable fuel, etc. Yes, we are cheap airline pilots and trip over each other to pick up a nickel and happily brag on our steals at Costco. We wouldn’t be bamboozled paying full price for first class tickets or using the company card for full fare coach. I argue we don’t understand the uniform impact because we aren’t the customer influenced by it. (Other than microagression influence of headphones and backpacks on both shoulders which scream guard-meow). The managers are making the revenue premium on customers that will pay extra for the experience: empty middle seats during Covid, premium select, comfort+, free internet, tv screens with current content, nice new terminals like LAX, SLC, and LGA. It’s called product segmentation and (perceived) product differentiation on an otherwise commodity. We’ll happily take the family of 5 with crying babies that sit in the last row in basic economy, but the money is made on less price sensitive customers that spoil their fur babies with refrigerated dog food. The uniform isn’t the deal breaker- just like a car with 8 cup holders doesn’t tip the scale on one with only 7, rather it’s part of the whole calculus. I agree, I am not influenced by the waitress wearing sweat pants serving chicken fingers. Good food is good food. But the customers with loose wallets want their waiter in a suit if they’re going to fork over a hefty bill. filler |
Originally Posted by FliesInSoup
(Post 3607749)
So a customer is about to buy a $700 ticket for their trip and sees one priced at $699 (DL, DBJ and hat adorned pilots) and another ticket for $698 (OL, their pilots wearing no fancy hat or jacket). Guess which ticket gets sold.
I'll wear whatever's required but have no illusion it drives customer purchasing decisions. |
Customers also don't buy tickets based on what our flight attendants look like.
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