Looking for credible, relevant FREE data sources to research the US Latino population? It’s an important demographic, and growing. If your marketing plan targets the general population, you may want to take a few minutes to dig a bit deeper into the US Latino niche.
Link around and learn – get acquainted with this population’s size and consumer trends. It may be an eye-opener, or simply a way to reinforce or redirect your marketing expenditures.
I’ve compiled a few rich sources to direct you. Special thanks to the Pew Hispanic Center, which provided a host of resources, as noted.
US Latino Demographic Profiles
Browse and download latest data on the detailed characteristics of the Latino and foreign-born populations in the U.S.
Pew Hispanic Center’s Statistical Profile of the Latino Population
Statistical Portrait of Hispanics in the United States, 2008
“This statistical profile of the Latino population is based on Pew Hispanic Center tabulations of the Census Bureau’s 2008 American Community Survey (ACS). The ACS is the largest household survey in the United States, with a sample of about 3 million addresses. It covers virtually the same topics as those in the long form of the decennial census.” While this source is dated 2008, it is still relevant, with the highest degree of relevance and confidence.
“The state fact sheets below contain data on the size and social and economic characteristics of the Hispanic and non-Hispanic eligible voter populations.”
The next post will look at the Hispanic lifestyle information sources.
The Pew Hispanic Center is a project of the Pew Research Center, a nonpartisan “fact tank” that provides information on the issues, attitudes and trends shaping America and the world. It is supported by The Pew Charitable Trusts.
Have you found any great resources for US Hispanic market research?
Ms. Chapman’s new book, How to Make Money Online With Social Media: A Step-by-Step Guide for Entrepreneurs will be available very soon. With offices in Nashville Tennessee, but working virtually with international clients, Lisa M. Chapman serves her clients as a business and marketing coach, business planning consultant and social media consultant. As a Founder of iBrand Masters, a social media consulting firm, Lisa Chapman helps clients to establish and enhance their online brand, attract their target market, engage them in meaningful social media conversations, and convert online traffic into revenues. Email: Lisa @ LisaChapman.com
Are you responsible for leading your team to create and deliver presentations together? Whether it is a pitch for new business or a project report, it can be a challenge to develop presentations that are cohesive, smooth and compelling. Before you develop your next team presentation, check out these reminders that may help you create solid content that allows each team member to shine.
Select a strong team leader. You need someone who has the leadership ability and authority to make on-the-spot decisions. Content, structure, tone, slides, presenters; the team leader needs to take full responsibility for the every aspect of the presentation.
Make sure everyone understands the presentation objectives. Write your overall objective in one sentence or less. What do you want your audience to know, do, or feel as a result of the presentation? This helps you maintain focus during the preparation process.
Begin with a good look at what you hope to accomplish. Consider the key message you want the audience to take away from the talk. This becomes the core theme and unifying elements within the presentation. Everything you say must relate to and reinforce this message. It also creates a logical and unified beginning and ending to the presentation.
Organize content development. Try providing each person a stack of Post-it notes, preferably oversized ones. Have each individual write only their own ideas (one per note). When it is time to build the content, go to a room with a large blank wall and use this flat surface as a storyboard. Organize presentation content on the wall; move topics as desired. Decide on the flow and sequence of the content before developing details and visuals.
Have a single visual style. All slides should be on one deck with one format,rather than having each person create their own slides. (Either have one person do the whole show, or develop a template which everyone uses.) Take the time to ensure that every slide has the same look and feel and that type sizes, graphics and writing style are consistent. Pay special attention to headlines being consistent.
Have a media champion. Choose one person to manage the visual aids – preferably someone who has a good sense of visual appeal and a good eye for detail. By assigning one team member to this task, you can ensure consistent color, style, and format. (Be sure to distribute the visuals well before the presentation, so that others have backup copies and plenty of time to review the visuals.)
Decide how introductions will be handled. Will each presenter do a self-introduction before they speak? Will the previous presenter announce the next one? Will the team leader perform all introductions? Or, will the host or coordinator of the meeting take on this role?
Know the logistics. How much time does each presenter have? How much time for the total presentation? In what order will everyone present? Will there be questions during the presentation or afterward? How can speakers link their content to that of the previous speakers? How will they pass the baton to the next speaker?
Pay attention to details. What’s the room setup? Will speakers be seated, behind a lectern or standing in a conference room? What’s the audience size? What equipment will the team be using? Who is providing it? Who can trouble shoot it most effectively if something needs attention? Will others be joining the meeting via phone or video hookup? If so, how can they be included in the presentation?
Plan the closing. Ending the presentation should be more than a thank-you. It should include a call to action or asking for the order or next steps. Plan out this critical part of the presentation and decide who will close. It may be the team leader or the final speaker, but prepare everyone to close just in case.
Developing a strong, cohesive story with a logical beginning, middle and end is crucial for team presentations. Having clarity in your purpose and your content builds confidence and helps each other contribute effectively. Next time; how to deliver effectively in a team presentation.
What do you do to develop winning team presentations?
Backlinks are links from other sites that are directed to your site. Backlinks are widely regarded as one of the primary building blocks of SEO – important for high ranking by search engines. Google, for instance, gives more credit to sites that have a high number of relevant, high-quality backlinks because Google believes that is an indication of the site’s importance. As a Marketing strategy, backlinks are basic.
How do you get high quality, relevant backlinks?
IMPORTANT: Many of the promotional tactics below involve posting meaningful, keyword-rich content on the internet. This is the critical marketing strategy you MUST implement in order to drive interested traffic to your site – your ideal customer. This method is called ‘organic’, and is the backbone of search engine optimization.
Choose only high-ranking sites. (Page rank is Google’s way of assigning a relative importance indicator to a site, for the purpose of its search algorithm.) Post ONLY relevant material. Your content should ALWAYS include a link back to your site. If you use automated tools and receive irrelevant, low-ranking backlinks, search engines will actually penalize your site for it. There is NO shortcut method that is automatic, instant, or any other easy way to gain permanent, niche-targeted traffic that yields recurring buyers.
AVOID these link-building strategies:
They’re called ‘black hat’ techniques, and search engines will penalize you. Stay away from them:
‘Link farms’
Inter-linking (exchanging links from sites with the same owner)
Sites that ‘rank’ less than four
Purchasing links
Sites that engage in illegal activity
Concentrate on getting highly ranked, relevant, natural backlinks. Place your links only on sites with a page rank of at least four. Five + is better. To quickly determine if a site ranks well enough to warrant your time and your link, use this free Page Rank Checker tool: http://www.prchecker.info/
One important ratio to track is the ratio of inbound to outbound links. You want to have MORE links point to your site (inbound) than links on your site pointing elsewhere (outbound). Periodically check the number and source of backlinks (inbound) to your site by using this free tool: http://www.backlinkwatch.com/ Then count the links in your site. Calculate inbound/outbound. The answer should be greater than one. Example: 202 inbound / 37 outbound = 5.45 – Good!
BACKLINK TIP:
Webconf’s free tool offers you a natural way to find relevant sites that invite link requests. Enter your long tail keyword. The result is a list of websites that include the keyword and “Add link”, “Add site”, “Add URL”, “Add website”, etc. You can check their page rank, contact the sites you like, and request to add your link. This takes time, but quality backlinks are essential to achieve recognition by search engines. As part of your marketing plan, try to add a few each day. http://www.webconfs.com/backlink-builder.php
Have you found helpful tips for building high quality, relevant backlinks?
I’ll tell you this as gently as I can: Press releases don’t always work. So don’t send them out thinking they’re going to get you on Oprah, The Today Show, Good Morning America or CBS Early Show. A lot of people still think press releases are the best way to get the media to notice them, but to the busy media professional, press releases say: “Here’s something everyone is going to get at the same time as you. No scoop for you!”
When Press Releases Work
Now I’m not saying they don’t work for search engine optimization purposes. Press releases are great for that. They:
build links back to your site
build your branding and messaging online and
increase your credibility.
You may want to send out press releases if you’re a corporate entity and need the message to be searchable on news wire services in the future. And reporters are not likely to ignore your press release if you have true breaking news, such as a plant expansion that will add hundreds of jobs in a local coverage area.
Relationship Building
But sending out press releases is not the most effective way to score the coveted news features that you’ll want. That is done with relationship building. Nothing beats “dial and smile” phone calls, personalized emails and perfect pitches.
Organizing an online press kit with ready-to-use story ideas, quotes and background will help you get your message out and make it easier for the media to cover you. And making it easy for the media will definitely boost your odds of being chosen as a source in articles, TV segments and radio broadcasts.
Social Media
Also, with social networking sites, it’s easier than ever to build a buzz about your product or service. You can take your message direct to the audience you seek with a great website, some search engine optimization or a Facebook friends link.
To score media coverage and build credibility though, there’s still no substitute for personal contact with your target media. Get to know them and make them feel special. Read their articles and tune in to their shows. Educate yourself on the different specialty or niche areas they cover.
Your Story
Dig in. Most businesses have untold stories that are interesting. It may be something about how they got started or how they developed a new product or service. So find the compelling story about your business or product.
Then make a list of those media people you would like to cover your story and begin building relationships with them — send them the press release before everyone else gets it. Give them the scoop before you announce it to the world. Making the media feel special is a sure-fire way to have them come back and ask for more scoops from you.
Have you found a way to make the media feel special? Share your tips!
.. _____ ..
Twenty-year PR veteran Michelle Tennant Nicholson is Chief Creative Officer of Wasabi Publicity and co-founder of www.PitchRate.com, a free media tool that connects journalists, publicists, and experts. Called a five-star publicist by Good Morning America’s Mable Chan, Michelle specializes in international PR, working regularly with the likes of Oprah, Larry King, BBC, The Today Show and other major media. Contact her at PR blog http://www.StorytellerToTheMedia.com where she teaches tips from the trade.
You’ve seen them. Perhaps you have created them. Bad slides.Too much detail, ugly backgrounds, tons of bullets and text. Yes, you can do better than that.
Here are some minor changes that should make a major impact in your ability to communicate effectively using slides.
Check out your next presentation and see if you can put these tips to work.
Be sure to add an opening and closing slide. These can have your presentation’s title, your name, your company, the date, or an image. Don’t have data on the first slide or the last.
Don’t use title case on bullets. This just belongs on the title at the top of the page. Don’t use all caps on the title, and don’t underline anything unless it is a hyperlink.
Don’t bring in text from the bottom up; or from right to left. Instead, just the simple transitions “appear” and “fade in.” It is fine to use builds occasionally, but don’t call attention to the transitions, just the content.
Avoid punctuation on bullets. If you are using key words you don’t need them. If you are using complete sentences, shorten them to phrases or key words.
Eliminate unnecessary bullets. Everything does not have to have a bullet in front of it. Look for places where you may have only one or two items on the page. Do they really need a bullet?
Use photos rather than clip art whenever possible. Make photos larger, at least 1/4 to 1/3 the size of the slide. Use pictures of your company, your team, or pictures that suggest a mood or tone that might help people remember what you said.
Watch for typos. Better yet, ask someone to proof your presentation. (Remember if you use the wrong word but spell it correctly the spell-checker won’t notice.) You may spot these little errors if you print a hard copy of your slides or notes pages.
Consider hyper linking to spreadsheets, videos, websites, etc. instead of cutting and pasting them onto your slides. They should be easier to read this way, with less clutter on your slides. (Note: this works best when all the links are on your laptop; if you import your presentation to a jump drive your links will be broken. Always check to make sure the links are working.) Also notes that if you send your slides to someone the linked content won’t automatically be included.
Use Notes Pages for text rather than overfilling your slides. Ideally, your slideshow won’t look like a script, but rather a visual compliment to what you are saying. If you think you might need a prompt, type your “script” onto the Notes page, then print it out for practice and for the presentation if you still need it. Practice out loud several times with your slides. Don’t just read it onscreen in your head, but actually say those words out loud until you feel the flow. Chances are, if you prepare in this way you will be able to present from just the slides.
When delivering your presentation, place the laptop in front of you if possible. This way you can glance at your slides without turning to the screen. It looks smooth and professional.
Which of these have you tried? What other things do you do to make sure your slides add value to your presentations?
Breaking news is news in the truest sense of the word — from “hard” news about national and world events, politics or major scientific breakthroughs, to entertainment news about celebrities or sports stars. Breaking news is what drives the media; and tying your pitches to breaking news is a great way to grab the media’s attention for you or your client.
What’s great about breaking news is that it answers the “Why now?” question for the media and increases your chances to share your or your client’s insights, commentary or expert opinion. Breaking news also answers the “Why should I care?” question for media. In news meetings, editors and producers constantly ask their reporters to answer one question from the point of view of the reader, viewer or listener: “Why should I care?” As an expert or publicist, you’re there to serve the media and help them media answer that question. After you pitch, be prepared to jump when the media calls. The earlier you can get involved with the story, the greater your impact in the conversation and the greater your chance to be part of the follow-up.
Key Things to Remember:
1) Give the media your cell phone or other numbers where they can contact you 24/7. When they call, pick up. If you can’t pick up, call back ASAP!
2) For TV interviews, you or your client often must be available to fly or travel on short notice. The travel may be local or you may have to fly across the country. Be prepared for spur-of-the-moment schedule changes and be ready to make travel arrangements before you pitch.
3) Print and radio interviews can often be done by phone. Make sure the most reliable landline is used and that all sound bites are practiced and prepared in advance.
4) Provide a link to your or your client’s online press kit so the interviewer can prepare and familiarize themselves with your expertise. Online press kits are one of the most convenient and useful resources for print, broadcast and online media.
5) Expect to be thrown a curve. You can ask the media for a list of questions they plan to ask, but be prepared for spontaneous questions too. This is where media training ahead of time can be very valuable, because there is little time to train once you get the call.
6) Think like a journalist. The more you watch, listen to and read the news, the more you can anticipate and prepare to comment when news breaks.
A lot of this may seem like common sense. But when it comes to PR, it’s usually the smallest things that determine whether or not you land that placement. So being prepared and making sure you’re on top of all the details will do nothing but increase your chances of shining when news breaks.
L. Drew Gerber is CEO of www.PublicityResults.com and creator of www.PitchRate.com, a free media connection service for journalists, experts, and publicists. Sign up now for free publicity advice including a free online marketing course. Gerber’s business practices and staffing innovations have been revered by PR Week, Good Morning America and the Christian Science Monitor. His companies handle international PR campaigns and his staff develops online press kits for authors, speakers and companies with Online PressKit 24/7, a technology he developed (www.PressKit247.com). Contact L. Drew Gerber at: AskDrew@PublicityResults.com or call him at 828-749-3548.
As part of their ongoing efforts to attract their target market, including Gen Y, OnlineDegreePrograms.com maintains a value-packed blog, including the post: “50 Best Gen Y Bloggers”.
In this post, Gen Y professionals from a wide variety of fields share their views and preferences, advice and insights. By reading these blogs, your market research becomes much more than research. It becomes a window into the Gen Y consumers’ thoughts.
Topic categories include:
New Grads
Entrepreneurship
Business and Marketing
Finance
Life
Women
Politics and Society
Technology.
If that’s not enough, I quote the list below, posted by Rebecca Thorman on Modite.com. Thorman’s blog posts are well-respected sources for giving the ins and outs of Generation Y.
Favorite Gen Y Bloggers
”These people make me think or laugh. Sometimes both.” – Rebecca Thorman
According to Ian Watson, “Gen Y doesn’t exist – This is a list of interesting people with interesting views but Gen Y are as real as the Easter Bunny!”
In his own post, he offers the perspective; “There are records of Dutch priests in the 18th century that lament the lude and drunken behaviour of the young people in his parish. Have young people really changed? I think not – it is our perception that changes as we grow older.”
So, after processing some of these resources in your Gen Y market research, what do you think? Are they REALLY different? How do YOU use differences to capture their attention and engage them?
(Thanks to Online Degree Programs for the inspiration.)
Ms. Chapman’s new book, How to Make Money Online With Social Media: A Step-by-Step Guide for Entrepreneurs will be available very soon. With offices in Nashville Tennessee, but working virtually with international clients, Lisa M. Chapman serves her clients as a business and marketing coach, business planning consultant and social media consultant. As a Founder of iBrand Masters, a social media consulting firm, Lisa Chapman helps clients to establish and enhance their online brand, attract their target market, engage them in meaningful social media conversations, and convert online traffic into revenues. Email: Lisa @ LisaChapman.com
How important is listening to your ability to be a better leader? A better team member? A better friend, sibling, sister-in-law, parent….well, you get the picture. Listening is one of our most important communication skills, something we do every day, and yet fewer than 5% of us ever take any training in it.
You might think we are already so good at listening we don’t need training, yet according to Inscape Publishing, publishers of the Personal Listening Profile®, people filter out or change the intended meaning of what they hear in 70% of all communication! Just think of what this is costing us all in time, money and trust in our relationships.
So what can you do to become a better listener? Try this ONE simple but oh-so-difficult step and see if it doesn’t make a huge difference in your ability to be a great listener. I am willing to bet it will.
Here it is: challenge yourself to avoid all distractions when you listen. Whether you are listening in a conversation, listening to a web cast training session, or having a live conversation with a friend or business colleague, you may find yourself distracted by your computer, your workspace, other conversations going on, even your own thoughts. And heaven help you if you are listening and driving. These distractions mean you are listening with only part of your brain, and you may find it difficult later to recall details or even the emotional context of your conversations.
It may be OK to watch the news while folding your laundry, but humans really aren’t wired to do multiple complex tasks at once. Ask John Medina, author of Brain Rules. He says:
“The brain is a sequential processor, unable to pay attention to two things at the same time. Businesses and schools praise multitasking, but research clearly shows that it reduces productivity and increases mistakes. Try creating an interruption-free zone during the day–turn off your email, phone, IM program, or Facebook–and see whether you get more done.”
Multi-tasking gets lots of good press these days, but it is just not a good idea for tasks as complex as listening. It is embarrassing to admit this, but I recently became aware of how poor my listening habits had become. I caught myself checking email while speaking on the phone, looking through papers or putting away dishes while chatting with loved ones. I didn’t mean to be rude, I was just busy. But it was rude. It wasn’t good listening. I decided I could do better.
So I made a deliberate decision to stop multi-tasking and really focus when listening to someone, whether on the phone or in person. It was more difficult than I had ever imagined! The urge to stand up, go get a drink of water, straighten some papers, or just check something on my computer was nearly overwhelming. The very first time I tried to have a conversation without doing something else was torture. I thought of at least 10 things to do, but stifled the urge to do most of them. (I might have gotten that glass of water.) The second conversation was worse; my husband called me on it; I was putting away dishes. Caught! The third time was enlightening: I was in a room with a land line and a corded telephone. It felt like a ball and chain, but I did stay put through the conversation. Slowly I have gotten better at focusing when I listen, and I continue working to build this new habit.
Like I said, it is oh-so-simple. But good listening requires you to focus. Yes, it is harder than it sounds. Try it, and let me know what you think. How do you eliminate distractions when you are listening?
Many professional marketers find themselves with extraordinary career experience in traditional strategies and media, but a bit challenged with the task of reaching Gen Y. They’re the individuals born between 1980 and 1995 – though many references dispute these dates. There are about 80 million of them, and they’re often the children of Baby Boomers. This important demographic is also called the “Millennials”, “Echo Boomers”, “Generation Next”, and “Net Generation”, among others.
Reaching Gen Y consumers is critically important to the growth of most businesses. Marketers must figure out how to reach them. Because Gen Y grew up with technology, they’re leagues ahead of the rest of us. Many of them simply don’t pay attention to traditional media. They’re ONLINE. But WHERE?
Start By Listening to Gen Y
Before actually reaching out to Gen Y, companies must first spend time listening and learning what’s important to them, how they think, and what they like (and dislike!) Gen Y is a distinctively different generation, much tuned into things like the carbon footprint and liberal political/social views.
According to Wikipedia: “The rise of instant communication technologies made possible through use of the internet, such as email, texting, and IM and new media used through websites like YouTube and social networking sites like Facebook, MySpace, and Twitter, may explain the Millennials’ reputation for being somewhat peer-oriented due to easier facilitation of communication through technology.” (So, we gather that they’re a fairly insular bunch.)
Top Gen Y Social Networks
Facebook, of course, is the obvious leading platform. But a company committed to learning about these special individuals will greatly benefit by spending “fly-on-the-wall” time at these Gen Y dominated social networks:
Promises to help you build a network in 30 minutes. “Thousands of people use Brazen Careerist to build their professional network every day. Whether you’re looking for a new job, new leads, freelance work, or funding for your new business, Brazen Careerist introduces you to the people who can help you find a job or advance your career.” Watch the intro video on the Home page.
For people in their twenties with a blog. “Today, 20 Something Bloggers has brought together thousands of bloggers from all over the world, and spawned a vibrant community of like-minded, fascinating people who thrive on one another’s support and feedback. The network includes an active forum, more than 250 subgroups, and an endless stream of community events.”
“myYearbook is the best place to meet new people. We have more than 20 million people making friends, playing games, and even falling in love. We build the most innovative social games that are all tied together by a single virtual currency called “Lunch Money.” You can earn Lunch Money playing Games, wagering in Battles, or playing Match, and you can spend Lunch Money making a real difference for your favorite Causes or by buying the best virtual gifts for that special someone. We focus on listening to what our members tell us and building the most cutting edge social applications available anywhere.”
“Just like we believe that caring is much more than one, 5-minute task, Cool People Care is much more than a Web site. We’re a growing lifestyle brand, helping people live a more caring lifestyle.”
“MakeMeSustainable was created to fill the void between how we feel about our environment and what we do about it. We bring you the tools to take action. Our Carbon and Energy Portfolio Manager enables you to visualize and contextualize your individual impact. MMS’ sustainable solutions empower you to act upon your knowledge. We can help you to become a more environmentally conscious and efficient individual or business. MMS empowers you to spread the word and encourage friends, family, and co-workers to join the collective effort.”
Your Next Steps
So, with these resources, you can jump in, tune in, and begin to engage in a way that’s meaningful to Gen Y!
Have you found any great places to connect with Gen Y?
ABOUT Lisa M. Chapman: With offices in Nashville Tennessee, but working virtually with international clients, Lisa M. Chapman serves her clients as a business and marketing coach, business planning consultant and social media consultant. As a Founder of iBrand Masters, a social media consulting firm, Lisa Chapman helps clients to establish and enhance their online brand, attract their target market, engage them in meaningful social media conversations, and convert online traffic into revenues. Email: Lisa @ LisaChapman.com
We all know the Transportation Security Administration (TSA) is engaged in the important work to prevent customer service disasters involving extreme loss of life, and because its job is so important to us, the TSA as the big dog in charge has been getting the brunt of the criticism for any appalling incident involving airport security.
The administration even gets blamed for the headache-painful changes to our travel routines that have nothing to do with security–except we have to go through it at some point.
This is not yet another TSA bashing, but an article about the need for effective customer service.
There is a problem lurking about that can impact that very critical job performed by the TSA. I’m talking about customer service disaster that involves, (the same ones the TSA is getting the brunt of criticism for) that are really the fault, not only of the TSA but of the airports and the airlines as well. These minor disasters can distract TSA employees from the more serious application of their due diligence.
While I don’t believe the customer service disasters are all the administration’s fault just because a situation involves security, it does bear some responsibility as an organization to treat bad customer service with respect from the support team, as do those it is partnered with—the airlines and airports.
On a recent trip over the holidays, my family and I were treated with TSA employee “hospitality” as we expected. Naturally, we didn’t like the invasion of our privacy and dignity, but we understood its necessity. And, there is no denying that we were treated politely by TSA staff. However, our vacation “disaster” needn’t have happened at all had all the partners involved done their respective jobs with the proper respect that should be accorded to any customer base.
This article is about a terrific opportunity for trainers to offer airports and airlines training in something they seemed to have forgotten.
Airports and airlines once noted for fine customer service agents, seem to have lost the respect of their customers. Why else would the airport not be prepared to bring handicapped passengers through security–or do what they must to assist customers who need extra help from the customer service reps, thereby making the experience more pleasant for those who don’t need assistance but still have to stand in lines?
Fort Lauderdale does a lot of vacation business, and has a large aged population, so you would think people in wheelchairs and walkers, and small children, must be regular customers in the Fort Lauderdale Airport. That being said, the airport and those who work there should know their age and handicapped customer loyalty well. This was not my experience.
What I witnessed was that, when faced with the fact that “these people” travel, too, airport employees treated them with disdain because they hold up the lines. Let’s not forget to growl and hiss at the children who also find Florida with their parents a fine vacation spot or jumping-off spot to activities in the Caribbean. While we’re at it, let’s disparage the TSA employees, blaming them as well as customer needs for delays.
While the TSA employees were as pleasant as they could be, with a little help from the airport or airline personnel in the environment where they must do the important job of security, they could have done that job much better for the customer service failure.
Procedures should be in place by the airport to bring people who need assistance through security, not pass them by, but assist them to smooth the process. How about a separate line for children? With someone who can talk to children without scolding or scowling (maybe some TSA), but the airport could help.
My 82-year-old mother-in-law in a portable walker/wheelchair combination was placed in a small boxing ring box, while security figured out how to make a woman stand who couldn’t stand without being in extreme pain, and the rest of us looked on embarrassed for her, hoping her incontinence would not take the opportunity to make itself obvious. Two TSA security guards were needed to make sure she didn’t run away. Do I need to mention how ridiculous that is? I suppose she could have been faking it. While we were on the cruise, she had to be playing the slots and run around the ship while we were sleeping. All the other times we wheeled her around the ship, the airport and anywhere else she wanted to go.
I’m sure customer service training is needed. There has got to be another way.
Making matters worse, we were sent to the furthest terminal—the wrong terminal and almost missed our flight because no one thought assistance was needed after we passed the evil TSA post. Mercifully, they held the plane and transported us via the carts to the proper terminal; the one we started in. Grit teeth. It’ll be over soon and we’ll be on vacation.
In Philadelphia, Mom was put in a bulkhead seat where she had a little more legroom. In Fort Lauderdale, we were on our own, despite many calling weeks ahead and trying to work out a solution. She sat in an aisle seat and cried silently in pain. Nobody seemed to care. She has a lot of trouble bending one leg. I suppose the airline’s attitude is “if you can’t manage the cramped quarters, let them eat first class.” Obese people beware. We’ve already seen how you might have to buy two seats. What if your size was the norm? I guess the airlines would have to adjust or no one would fly. But unless you can hire a private jet, you’re stuck with the only game in town. Money talks if you are disadvantaged, too.
Guess the economy has made the airlines numb when it comes to passenger comfort. Gone are the days of flying the “friendly skies;” my friends are on the ground. Coming home we waited until everyone else got off first–except for a couple with a small baby, who had brought a carrier to sit in the seat. We didn’t want to hold anyone up. Nor did the airline attendants come to assist, taking bags down or moving them to the front of the aircraft. Not in their job description. Maybe it should be.
Trainers, please make sure that airline personnel are not tactless enough to remark in front of passengers, “Gee, I just don’t know what is taking them (us, the passengers) so long to disembark.” Actually, she said, “leave,” with all the vehemence of “get lost.”
Finally, we disembarked, struggling to push Mom up the steep ramp to the terminal by ourselves, to hear the insensitive comment. We asked as soon as we arrived if we could have a cart to take us to baggage claim. We know we need assistance even if no one else does.
Three carts passed us by as we were obviously waiting for something and finally, in frustration, I chased down a manager who confronted the cart drivers who stopped not 30 feet away. Much argument–excuses really– about, “it’s not my job.” And, “I came by and no one was here.” Really? Where could we go and not stand out—a family of six with a red wheelchair? One comes back after obviously being chewed out and wants to see our boarding passes for some unknown reason; we are after all leaving the airport. We should have taken his number, but all we wanted to do was go home. Top it off, the cart couldn’t take us out of the terminal so without a word he drove us about 20 yards and stopped. We were on our own again.
A long post, I admit. I write a lot when I’m steamed, and I’ve had time to calm down. I saw here, not a situation unique to us, but an experience that need not have happened to us or any other family had three organizations, partners in a multi-billion dollar business, provide adequate good customer service and poor customer service training to anticipate and resolve the simplest of issues.
I’ll bet the airports would like to figure out how to re-direct people who have gone through security back to the restaurants and other vendors at the front of the airport. If people are like me, they want to get to their gate first, and then if they have time to shop or eat… If money talks, maybe that is a way to get the airports, at least, to take a serious look at customer service with the airlines and TSA, and how to achieve that goal of getting people back through security to the main vendors and back again with little hassle and time spent in the same page. If airlines did their part to help, more of us might like to fly the “friendly skies” again.
As always I look forward to your comments, especially those related to training and development. On those and related issues, involving communication and training, contact me through my website: http://www.actingsmarts.weebly.com.
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