Las chocolatinas y los pequeños detalles…
El sábado pasado viaje a Gran Canaria para jugar un partido de basket con mi equipo. Viajamos con Binter, la principal línea aérea de las Islas Canarias. Es una buena empresa y con un buen servicio (aunque ocasionalmente cada vez que vuelo con ellos hay retraso). No hay nada en especial acerca de Binter, es la típica empresa que no es la mejor en nada pero son buenos en todo.
Lo que me llamó la atención es que un compañero de equipo antes de subir al avión me dice: “Lo único que vale la pena de volar con Binter es la chocolatina que dan durante el vuelo.” Cuando me lo dijo no le presté mucha atención pero una vez que empezamos a volar empecé a darle vueltas.
Como los vuelos entre islas son bastante cortos (No más de 45 minutos) lo único que les da tiempo de dar a las azafatas de Binter son unas chocolatinas que tienen un bizcocho crujiente por dentro. Son bastante secas y no tienen nada en especial. Lo único que las hace especial es que Binter las reparte durante todos sus vuelos.
Seguramente Binter no vende más billetes por repartir estas chocolatinas. Seguramente pueden incluso dejar de repartirlas y no notaran un descenso en el tráfico de pasajeros. Pero lo realmente curioso es que al repartir las chocolatinas, han sabido ser originales y eso a la gente le gusta. Esto no quita que tengan que ser puntuales, que sus billetes tienen que ser baratos y que tienen que ser una aerolínea segura, pero ofrecer ese pequeño detalle los hace diferentes.
Conozco una agencia inmobiliaria que cada vez que los visito, me ofrecen un café recién hecho y unas galletitas. Lo que les hace extraordinarios no es que tengan una maquina de café y una caja de galletas en su oficina, sino que cada vez que entro, me lo ofrezcan. El mensaje que recibo es: si cada vez que vengo se toman la molestia de ofrecerme un cafecito y unas galletas, me imaginó que si tuviesen mi casa a la venta, me tratarían igual de bien.
Los pequeños detalles son los que cuentan y los que te hacen realmente extraordinario.
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