What can we do with a problem like Qantas? (To misquote the Sound of Music)

At a recent networking event someone asked me if I was CEO, what would I do about Qantas??? As images of champagne in an inclusive renamed Chairman’s Club flittered through my mind, what to do about a problem like Qantas indeed.? When a business faces trust issues with consumers, there are several steps they can take to rebuild trust. These steps can be applied to Qantas or any other business facing similar challenges.

Take Responsibility: Where Qantas is at fault for issues, it's essential to take responsibility for actions or mistakes. Customers appreciate when a company acknowledges its errors and seriously works to rectify them.

Swift Resolution: Everyone wants to see that issues are being addressed promptly. Qantas should work diligently to resolve the problems, whether they relate to safety concerns, customer service, employee satisfaction or any other aspect of their business.

Open and Transparent Communication: Qantas should be open and honest about the issues they are facing. Transparent communication with customers about the problems and the steps being taken to address them can go a long way in rebuilding trust.

Improved Customer Service: get back to basics and focus on improving customer service. Yes, a no-brainer I agree but everyone from the board to the cleaners needs updated modern training on being responsive, empathetic, and attentive to customer needs. Encouraging a customer-centric culture within the organization would be my high priority.

Safety Assurance: Let’s face it they have one job. To get us from A to B safely. If safety concerns are at the core of the issue, Qantas should invest in safety measures, audits, and improvements to reassure passengers of their commitment to safety.

Quality Assurance: Ensure that the quality of service, amenities, and overall travel experience not only meets but exceeds customer expectations. Consistently delivering on promises is crucial to rebuilding trust.

Feedback Mechanisms: Establish mechanisms for customers to provide feedback and report issues easily. Act on this feedback to show customers that their concerns are taken seriously.

Compensation and Apology: If customers and employees have suffered financial losses or inconvenience due to the issues, consider appropriate compensation. Offering sincere apologies can also help mend relationships.

Long-Term Commitment: Rebuilding trust is not a one-time effort. Qantas should demonstrate a long-term commitment to improvement and continue to work on maintaining and enhancing customer trust.

Transparency About Changes: If Qantas makes changes to policies, procedures, or safety protocols in response to the issues, communicate these changes clearly to customers. Explain how these changes will benefit them.

Community Engagement: Engage with the community and stakeholders, including passengers, employees, and regulatory bodies, to build a collective sense of trust in the company's operations.

Rebranding and Marketing: Consider a rebranding or marketing campaign that focuses on the company's renewed commitment to safety, quality, and customer satisfaction.

It's important for Qantas to tailor their approach to the specific issues they are facing and to consistently follow through on its commitments to rebuild trust. Additionally, monitoring customer sentiment and feedback over time is essential to gauge progress and make further improvements as needed.

Now I have a gap in my diary so if anyone at Qantas needs some business advice, well call me. And I will leave you with another Sound of Music moment:

“Maria, these walls were not meant to shut out problems. You have to face them’’. —Mother Abbess