On a recent eating trip to the UK and Dubai I had the opportunity to fly Virgin Atlantic “Upper Class” and visit their lounge in both countries. I have always enjoyed flying Virgin Airlines because the check in is almost zen-like but more importantly is how they make me feel during different parts of the experience.
The Virgin lounge in the UK was like eating in a NYC Dean and Deluca with a very cool bar, shoe shine, pool tables, hair salon, showers and massage facilities. The vibe was amazing and food and beverage amenities superb.
On board the aircraft the flight attendants could not have been more accommodating and personal when they were speaking with you. While trying to take it all in I subliminally noticed how all flight attendants were extremely hospitable and when they communicated with you they leaned forward and spoke in a very caring voice, almost a whisper to create a personal relationship with the guest. Read more about the whisper coach.
I recently learned that Virgin Airlines, like Starbucks, hired a whispering coach for Upper Class service to help front line staff communicate more effectively and on a more personal basis with their valued guests.
When you think about creating that emotional connection with your guests your communication strategy has to play a vital role in the connection process. In order to break through and out from the competition you need to have your message that connects. With Virgin and Starbucks it’s the tone and caring attitude that stands out. When guests are leaving your establishment what do you be believe they whispering about your restaurant?