I just received a very clever piece of personalised email correspondence from the President and CEO of KLM Royal Dutch Airlines, Pieter Elbers, which was designed to reassure anyone contemplating a flight with them that they are to be trusted during these worrying Coronavirus times.
It was really clever for a number of reasons..
It was Personalised
The email used my name…us customers love that!!
Really understanding the Customers Frame of Mind
The email understood my frame of mind perfectly and took me through a thought process step by step addressing my concerns and “What Ifs”.
The story in my head is that getting on a plane in a confined space with other people at the moment is one of very worst possible things that you could do. How can planes be cleaned between flights efficiently, what about all the places that a person will touch on the plane and what about the air circulation?
“As a frequent traveler with KLM, you trust us to not only take you where you need to go, but to do so safely, comfortably and responsibly. Today, as the world comes to terms with an unprecedented health scare in COVID-19 (Corona virus), these values are more important to us than ever”
His email addressed my fear and it reassured me step by step what they are doing at KLM to make sure that it is a safe environment.
He spoke about Safety and Hygiene procedures in very specific detail
- Thorough cleaning and disinfecting before each departure itemising
- Cleaning of galleys, carpets and toilets
- Cleaning of tray tables, armrests, headrests and seatbelt buckles
- Continuous cleaning by cabin crew in the air
- Cabin air is continually refreshed with outside air
- Using hospital-grade HEPA filters that are 99.99% effective in preventing airborne bacterial and viral organisms such as COVID-19
- All flights have special Corona-kits and the team are trained in containment measures
- Hygiene extends to catering, ingredients are fresh and locally sourced, strict guidelines to preparation
There was a link in the email to a video, which provided more information about hygiene at the airline.
While I was reading this impressive list of hygiene steps I was thinking of course that KLM would say this because they are protecting their interests and spinning the risks in their favour.
This was addressed:
“I fully understand the hesitation many people feel at the moment when deciding whether to book a flight or not. But you can feel secure in the knowledge that KLM has taken every precaution necessary to protect your health and the health of your loved ones.
In this emotional time, you can be assured that we are guided and consistently act by fact-based, circumstance-driven decision making. On a daily basis, we work closely with the top experts at the World Health Organization and Rijksinstituut voor Volksgezondheid en Milieu (RIVM) in the Netherlands”
Beyond the Airline
And what about the other things that can go wrong about a journey that might have you unable to take the flight?
“I also understand that your concern may not be about your journey with KLM, but about the many unknowns about the situation on the ground at your destination. That’s why you can book your KLM flight with the confidence of being able to change your booking without a change fee”
It’s not exactly a refund but ..
Practical Information
The email provided practical information and demonstrated the professionalism of the airline
“We are in constant touch with all the relevant authorities to adjust our network as required. This means that we can immediately respond when new travel restrictions are announced. For the latest information on flight status, please visit our travel advisory page or use the KLM app and let us keep you posted 24/7 with push messages”
Proud History and Customer Service Ethos
The email went on to highlight the history of the airline, the number of employees and the customer care ethos
“In 100 years of operations, KLM has faced many challenges and always emerged stronger. We were able to do so because we put you, our customer, at the heart of our operation. With that commitment in mind, I am confident that we will overcome this challenging time as well. As you know 33.000 KLM staff will go further to recognize your concerns and take care of you.”
We always preach to our clients that in their communications that they should weave in their ‘Key Messages’ – this was done here in a very clever, natural way.
Trust, Care, History, Customer Focus, Scale …. many boxes ticked!
Tone and Language
All of the language used was appropriate, non-corporate and very down to earth and the tone was caring and inclusive, which was sealed in the email sign off
“Thank you for choosing KLM, and safe travels”
A Great Excuse to Communicate with Potential Customers!!
The most clever aspect of all with this email correspondence is that the Coronavirus, despite the horrible scenario, gave KLM a reason to reach out to all of their customers and remind them about their brand and prompt them to possibly think about them when booking flights in the future when things are hopefully back to normal.
It was a really long time since I flew KLM (I’m not sure what the GDPR police would be saying about this!!) but they have made me think about them in a really positive light which brings me to my very last point.
This is Positive PR
KLM have taken the opportunity (in awful circumstances) in a really nice, caring and soft way to reach out and tell a lot of people just how great they are!!
I’ve just told you about them..
So, a huge well done to KLM and their team for a really clever and well timed piece of correspondence that reminds us all about the power of great communications!
Can you do something similar with your customers today?
Greg
