A discussion about business and marketing communications (or marcom).

For most of us who fly on a regular basis, one of the least interesting aspects of flying is the flight attendant's announcements throughout the flight. And, perhaps the most boring stuff out of the typical flight attendant's mouth is their regular spiel about seat belts, oxygen masks and life preservers.

Almost nobody listens to these safety announcements (including most flight attendants if the boredom on their faces mean anything).

But some flight crews have found a way to get passengers to listen.

I recently flew into Flagstaff (via 110 degree Phoenix). Our plane to Flagstaff was small and full and hot. And our lone flight attendant had all the personality of a bored mannequin.

But that changed about 30 seconds into her pre-launch announcements:

"For those of you who have not left the house since 1963, the straps with metal ends on them on your seat are called seat belts..."

At first I thought I fell asleep and dreamt what I just heard. Then another passenger in my row looked at me. We traded a "did she really say that?" glances and I knew she really said what I thought she said.

So I listened more closely:

"In the event of a sudden loss of cabin pressure, oxygen masks will descend from the ceiling. Stop screaming, grab the mask, and pull it over your face."

"Once you have secured your mask, please help others around you, such as a child or someone acting like a child."

There it was again. Hmmm. It seems our "I'm so bored I could puke" flight attendant had a sense of humor.

"In case of a water-landing, your seat bottom cushion can be used as a flotation device. Please paddle to the nearest shore, and keep the cushions with our compliments."

What was interesting was that she delivered her little quips without even cracking a smile. But, ignoring her icy demeanor, I was impressed at how effectively she got people to listen. We even laughed a little.

And, beneath her stony facade, I think she enjoyed her humorous routine. It made her job a little more fun. More importantly, it helped her communicate her message to her customers more effectively.

Maybe the rest of us could learn something from her.

As we communicate our messages, maybe we can use this funny flight attendant as an example.

She found a creative way to make her message entertaining and surprising. She did something unexpected yet it did not detract from or dilute her message.

As a result, her customers listened.

And, isn't that what we all want when we deliver our company's messages?

Technorati : airlines, communication, customers, humor
Ice Rocket : airlines, communication, customers, humor