5 | Sponsor a volunteer appreciation event.
6 | Plan a customer appreciation event.
7 | Designate an “executive staff in the field” day.
8 | Present a customer service training event.
9 | Convene a customer service roundtable fea-
turing speakers from outside the organization.
10 | Organize a discussion group consisting of
peers (airports or airlines) involved in customer
11 | Schedule a meeting with general avia-
tion tenants to understand their operation and
approach to customer service.
12 | Meet with customer service personnel to
understand their approach to customer service.
13 | Organize a review of customer service or
performance management books or writings.
14 | Conduct “executive day in the field” meet-
ings with employees.
15 | Conduct a team-building exercise or event.
16 | Plan a special holiday party.
17 | Serve lunch to internal airport stakeholders.
18 | Have management and office staff spend a day
as customer service volunteers in the terminal.
19 | Have the executive director hold a special
airport-wide meeting that focuses on customer
20 | Hold a concessionaire appreciation event.
21 | Provide free water or other giveaways to
22 | Plan a special appreciation event for govern-
ment agency partners (TSA, FAA, etc).
23 | Have airport executives visit airport tenants.
24 | Sponsor a customer service training event.
25 | Conduct a performance management review
26 | Schedule an airport open house.
27 | Customer service stand-down. When there
is a pervasive or egregious customer service
snafu, form a team to immediately and thorough-
ly review the problem and recommend immedi-
28 | Customer service moment. Spend the first
10 minutes of your meetings discussing a cus-
tomer strategy and providing tips for success.
29 | Emphasize concession sales opportunities
to deplaning passengers. A conscious effort to
reach this market can improve customer service
and produce additional revenue. The following
nine items are possible ideas:
30 | Develop special ads that target deplaning
31 | Conduct a marketing campaign that encour-
ages individuals to “Take a meal home.”
32 | Provide discount coupons for deplaning
33 | Conduct a special mailing campaign to fre-
quent travelers emphasizing the opportunities to
shop or eat upon deplaning.
34 | Encourage the airlines to emphasize the
retail, food and beverage opportunities upon
arrival, especially through the flight crew
35 | Provide taste testing and samples to deplan-
36 | Offer the ability to order meals to be picked
up upon arrival at a particular location or at a
37 | Provide an opportunity to order food and
beverage online to be delivered to the gate.
38 | Work with concessionaires to offer meals
that denote a special theme or an event tak-
ing place within the city (conventions, sporting
39 | Airport concierge service. Concierge services could be of value to travelers. The following 15 items are some of the services that could
40 | Theater tickets
41 | Sporting event tickets
42 | Hotel reservations