The manner of speaking matters

Heard two back-to-back announcements by two airlines announcing departures of their flights at Ahmedabad airport.

The lady announcer of IndiGo started “IndiGo announces the departure of its flight to Mumbai….”, spoke the name ‘IndiGo’ in a very low and unclear voice only once in the beginning of a rather long announcement, which is generally missed by the passengers as they are not able to hear initial words, due to the sudden start of the announcement.
Result? Total confusion for most of the passengers as for which airline the announcement was.

Next announcement was from SpiceJet. The lady started with “Kind Attention SpiceJetters…This is an announcement for passengers traveling by SpiceJet flight number xyz…”. Also, she spoke the word ‘SpiceJet’ 4 times clearly and loudly in the same amount of time.
Result? Total clarity about for whom the announcement was.

At a terminal where 5-6 airlines operate flights to a small number of destinations, the name of the airlines deserves the most clear mention.

Common sense, no?
But common sense is not common, no?

SpiceJet makes it loud and clear. IndiGo needs to improve skills on meaningful communication where it matters.

To be aware of the effect of our communication, we should hear through the ears of our customers.

Author: Sanjay Shah

Sanjay is the author of "Business Management Simplified" which provides Practical, Actionable Solutions for Entrepreneurs. It is an all-in-one guidebook to start, run and grow a small and mid-size business to the next level. He is also an SME Business Coach, Seminar Leader and Motivational/Keynote speaker, Sanjay is based in Mumbai (India). He advises many businesses on Strategy, Leadership, Marketing, Branding, Customer Experience Management and Organization Development. He conducts various self-help seminars and workshops for companies and groups in English, Hindi and Gujarati. For more info, visit : www.SanjayShahSeminar.com

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