During the recent airport shutdowns in Europe due to the volcanic ash, Amsterdam’s Schiphol Airport did something unique. They actually anticipated passengers’ needs and created an environment to fulfill them.
Knowing passengers would be stranded for days with their frustrated and tired families, they brought in clowns, games, big screen movies, dancers, additional internet access and showers.
They created a fun environment in what would have been a stressful and uncomfortable situation. Several passengers did not want to leave when it was time because they were having so much fun.
How do you anticipate your customers’ needs? How do you engage your clients? What actions are you taking to be proactive?
When we are proactive and anticipate the needs of others, we can eliminate stress and create an environment of enthusiasm, support and calmness, even in negative circumstances.