Example Reflection – Storytelling

Challenge & Selection

As a management consultant, I have been using storytelling quite often than I ever expected to. And I  also find it to be one of the most effective ways of communicating. I am able to catch the attention of a  senior board member and a line manager at the same time while narrating the same story, which makes  my job little easier. I work with airlines around the world to help them turn profitable and provide a  good service to their customers.

Recently, I started to realize that there were a lot of leakages in collections and service issues at airports.  Many passengers purchase additional services at the airport. These services could be excess baggage,  lounge access, upgrades, paid seats, etc. When we were working with the senior management we  realized that the revenue from these services were much longer than what we had expected. Also, the  transactions some time causes delays and affects the experience of other customers.

Application

We realized that we need to understand the problem and find an optimal solution for the same. As  there were many stakeholders involved everyone felt that they were doing their job well and shouldn’t  in anyway be blamed for poor service. Thus, I decided to spend time with all the key stakeholders and  understand their story so that we could all appreciate and understand the real problem and find an  optimal solution.

I met all key stakeholders the following few weeks. From product designers, pricing experts to  operations on ground staff and mapped the customer journey to understand the touchpoints and where  exactly does the problem lie. It was important to understand their story and communicate it to the  other parties in such a way that they understand and are willing to help.

Insight & Approach

I visited a couple of airports and spent days with the check-in staff to understand their story. I realized  that there were some real problems and there was no simple solution for the same. Most passengers  bought the service last minute as they were not aware that they could purchase them earlier online.  Since the product portfolio was wide the agents were not aware how much to charge for the services.  The on-ground staff did not have a ready reckoner to refer to make the process quick. Thus, long queues  would force the airline staff to not charge for these services or sometimes delay the flights to collect  everything.  When I told this to the senior management back at the headquarters, I think that is when  they could really appreciate the problem which lied in the myriad decisions that were made. The policies  were reassessed and the ground staff is undergoing training. This is how storytelling helped in happier  employees, higher customer satisfaction and more revenue.

The course has provided me with a systematic framework to approach these problems going forward.  The video in Week 2 by Dario Fagan, Global Leadership Development Director, Mars, Inc. was every  insightful and provide important tips for me to use this tool more effectively.

I have an engineering and finance background still I have come to appreciate how effective this  storytelling tool is.


Example Reflection – Storytelling Challenge & Selection As a management consultant , I have been using storytelling quite often than I ever expected to . And I also find it to be one of the most effective ways of communicating . I am able to catch the attention of a senior board member and a line manager at the same time while narrating the same story , which makes my job little easier . I work with airlines around the world to help them turn profitable and provide a good service to their customers . Recently , I started to realize that there were a lot of leakages in collections and service issues at airports . Many passengers purchase additional services at the airport . These services could be excess baggage , lounge access , upgrades , paid seats , etc . When we were working with the senior management we realized that the revenue from these services were much longer than what we had expected . Also , the transactions some time causes delays and affects the experience of other customers . Application We realized that we need to understand the problem and find an optimal solution for the same . As there were many stakeholders involved everyone felt that they were doing their job well and should n’t in anyway be blamed for poor service . Thus , I decided to spend time with all the key stakeholders and understand their story so that we could all appreciate and understand the real problem and find an optimal solution . I met all key stakeholders the following few weeks . From product designers , pricing experts to operations on ground staff and mapped the customer journey to understand the touchpoints and where exactly does the problem lie . It was important to understand their story and communicate it to the other parties in such a way that they understand and are willing to help . Insight & Approach I visited a couple of airports and spent days with the check - in staff to understand their story . I realized that there were some real problems and there was no simple solution for the same . Most passengers bought the service last minute as they were not aware that they could purchase them earlier online . Since the product portfolio was wide the agents were not aware how much to charge for the services . The on - ground staff did not have a ready reckoner to refer to make the process quick . Thus , long queues would force the airline staff to not charge for these services or sometimes delay the flights to collect everything . When I told this to the senior management back at the headquarters , I think that is when they could really appreciate the problem which lied in the myriad decisions that were made . The policies were reassessed and the ground staff is undergoing training . This is how storytelling helped in happier employees , higher customer satisfaction and more revenue . The course has provided me with a systematic framework to approach these problems going forward . The video in Week 2 by Dario Fagan , Global Leadership Development Director , Mars , Inc. was every insightful and provide important tips for me to use this tool more effectively . I have an engineering and finance background still I have come to appreciate how effective this storytelling tool is .