Oops! The system managing the screen updates behind the counter at this airport gate is having a BIG problem.
It looks like there’s an issue with the computer supplying the data…along with the fact it’s still running on Windows XP . (Time to upgrade!)
When I took this photo it didn’t appear this was a process problem and no employee worked to get the issue fixed right away. There was no sense of alarm during the two hours I was at the gate but the employee behind the counter didn’t seem too bothered by it.
This is a prime example of a poor customer facing. This unnamed airline, by not rushing to address the screen/system issue, demonstrates that there’s little pressure to make things right and thusly little interest in providing the best customer experience possible. (Well, unless you don’t care about reading the gate screens and arrivals/departures as you pass by the desks.)
Is it a symptom of a greater systemic issue in the processes and culture? Maybe, but seeing how I’m not an employee of this airline or a frequent customer I can’t spot a trend. However, what I do know is that an organization that has strong focus on customer satisfaction and implements lean, the little details matter.
Organizations that say they care about customer satisfaction should walk the walk and demonstrate it. That means not avoiding the details.