I flew to Paris on Sunday for work.
At Singapore Changi Airport, shortly after pushing back from the gate, we had to turn around due to a technical issue.
30 minutes later, the dreaded announcement came: no fix possible, we had to switch planes.
What happened next was impressive:
👉 Immediate update: I received an SMS before I’d even disembarked informing me of the new gate and departure time.
👉 New gate was right next to the original gate, so minimal walking for passengers.
👉 Regular updates over the PA every 15 minutes.
👉 Refreshments available for everyone.
👉 Ground crew helped passengers worried about missing connecting flights in Paris.
I was traveling with a client and a business partner, so the 3-hour delay didn’t feel long.
As much as we didn’t like the delay, we appreciated the service recovery.
And as my client said, rather the fault be discovered on the ground than in the air.
+++
The takeaway for leaders at work?
In times of crisis, lean in.
In times of crisis, we must over-communicate (even when lacking good answers) and deploy all resources needed for service recovery (even if it means pulling them off other priorities).
In my career, I’ve had to deal with a handful of major crises. I wouldn’t wish on anyone the stress that comes when we learn our part of a client’s mission critical network has crashed (e.g. a 3G/4G mobile network, and a TV service delivered via broadband).
Looking back on each crisis, I’m glad I leaned in.
Are you leaning in when you need to?
PS: Singapore Airlines, you’re still a reasonably great way to fly.