Our flight is over

Blogging was a term that I had often heard of but kept my distance with, until I had to create a blog, as an assignment for my Business Communication course.  WestJet was a carrier line I had heard of, never used, and I needed a topic for my blog.  I chose WestJet, perhaps to learn about the way they do business, perhaps it chose me because I needed to be enlightened.

 

This assignment has proven to be a very enriching process for me.  Thanks for reading my blog and I hope that it has to some extent been enlightening for you too. 

 

 

As WestJet has shown us, one of the golden rules of life, is simply:

Enjoy the work you do, embrace and respect those you work with, and never forget that adopting a caring nature and incorporating humor and laughter in life, especially in our daily work, will make our world a better place.

Of course I am hoping that some high ranking WestJetter does read my blog and is totally impressed by it, so much so that my family and I can receive a free flight to one of their destinations.

Christina

And the Award goes to....WestJet!

 

YEAR	WESTJET AWARDS
2005, 2006, 2007, 2008	WestJet named Canada’s most admired corporate culture by Waterstone Human Capital.
2010	WestJet named to the corporate cultures hall of fame after claiming top spot for four years in Waterstone`s study.
2011	WestJet was designated as a J.D. Power Customer Service Champion (one of two companies in Canada and the only airline to make the list).
	WestJet ranked 3rd in Aon Hewitt's Best Employers in Canada.
	WestJet chosen as the Canadian airline with the best flight attendants by flightnetwork.com.

 

Caring is important for ALL WestJetters

 

“As we expand our reach, we will not lose sight of the importance of our culture, which is built around caring, a simple but powerful concept. WestJetters care about our guests, they care about each other and they care about our airline.”

 Gregg Saretsky, President and Chief Executive Officer,WestJet

 March 14, 2012

After reading the above quotation I wondered whether a normal employee or WestJetter would be prepared to say the same about the culture of his/her workplace?  Would they really share the same view as the chief executive officer?

 

I found this article by Judith Gerstel, published in the Toronto Star (November 2011), which confirmed that the staff at WestJet truly lives the words of the above quotation.  Do enjoy this very interesting and informative article.

 

http://www.thestar.com/business/best_employers/2011/11/23/these_truly_are_the_friendly_skies.html

 

WestJet Humor-Part II

Heard on actual WestJet flights:

 

 

On a West Jet flight there is no assigned seating, you just sit where you want. Passengers were apparently having a hard time choosing, when a flight attendant announced, “People, people we’re not picking out furniture here, find a seat and get in it!”

 

On another West Jet Flight with a very “senior” flight attendant crew member, the pilot said, “Ladies and gentlemen, we’ve reached cruising altitude and will be turning down the cabin lights. This is for your comfort and to enhance the appearance of your flight attendants.”

 

On landing, the stewardess said, “Please be sure to take all of your belongings. If you’re going to leave anything, please make sure it’s something we’d like to have.”

 

“In the event of a sudden loss of cabin pressure, masks will descend from the ceiling, stop screaming, grab the mask, and pull it over your face. If you have a small child traveling with you, secure your mask before assisting with theirs. If you are traveling with more than one small child, pick your favorite.”

 

WestJet`s Corporate Culture

We learnt that a company's corporate culture is simply the way they do things and involves many factors.

 

Here is a list of some important ways in which WestJet has developed its strong corporate culture. 

 

There is no distinction between executives and other staff.  According to Don Bell, co-founder of WestJet, he hates bureaucracy and feels it should not exist.

Top executives perform low-level jobs.  Lower ranks are treated with high regard.

Employees attend chat sessions with management.  Here, they voice concerns, ask questions and make suggestions.

Communicating is important.

Employees are owners.  Profit sharing is distributed twice per year.

Owners care, and this promotes excellent customer service.

The company is referred to as Team WestJet.

Rewards come in the form of handwritten notes and appreciative gift certificates.

 

Corporate Culture

We have often heard of the term 'Corporate Culture' 

but what exactly does this mean?

 

Corporate culture involves the sharing of values, beliefs and behaviours.  It involves how a company's employees and management interact with each other and is reflected in other things such as:

• Employee benefits,

• Turnover,

• Hiring decisions,

• Customer service and satisfaction. 

 

Basically, corporate culture is the way things get done in the organization.

  

How can a company develop a  

strong corporate culture? 

• Make staff believe that they matter, that their opinions matter.

• Staff should use the pronouns we/us NOT they/them.

• Hire employees for attitude not for aptitude. 

• Look for people who want to give 100 percent.

• Do share the company`s vision publicly. That way everyone moves in unity and knows where the company is heading.

• Managers cannot guess how employees think.  Use open communication, become personal while remaining professional.

 

WestJet understands the importance of soft skills

My last post discussed the relevance of soft skills as an important factor for employees to possess in their field.

 

Strong verbal communication skills, excellent presentation skills, interpersonal and team skills are good examples of soft skills.

 

WestJet`s soft skills

Take a look at this WestJetter`s ability to communicate with his guests.  Observe Randall`s interaction with his colleague. 

Would you consider Randall`s presentation to be a strong one? 

 

If you were a guest on this flight, would you take interest in the information that Randall was delivering to you?  Why?

 

Let me know what your thoughts.

Just how powerful "soft" can be

Throughout my blog, I have been commenting on the power of team and the aim for customer satisfaction and how West Jet uses these skills to create successful dealings with their guests. 

(Did you know that West Jet describes its customers as "guests" NOT "passengers").

 

 

Soft skills, which include team skills, are actually becoming very important in today`s world? 

 

 

Soft skills involve:

• Well-developed communication and presentation skills,

• The ability to listen to what others are saying,

• Determining nonverbal behaviour of others and

• Possessing important interpersonal skills such as good etiquette.

The power of teams!

 

 

 

 

 

 

 

 

 

 

 

 

WestJet knows that teamwork provides:

 

1. Innovation, through brainstorming.

2. Knowledge, through idea sharing.

3. Problem solving, through good communication.

TIME TO THINK!  

 

 

Sucessful organizations, like WestJet, use the TEAM advantage for certain results. 

 

What do you think some of these results are?   

Send a comment with your feedback.  Let`s learn together! 

WestJet`s Flash Mob - Christmas 2012

Characteristices of a Flash Mob 

 

• A spontaneous public performance

• Appears out of nowhere

• Usually incorporates a dance 

• It starts with one person but grows to hundreds of people 

• As suddenly as it has started, it quickly disappears

 

Aims of a Flash Mob

 

• Creates joy through surprise

• Makes participants feel as if they have been included in something special

• Encourages fun and spontaniety 

 

Here is one example of how WestJet used the characteristics and aims of a flash mob to to gain a positive customer experience. 

 

Take a look!          

    

West Jet benefits from team work

West Jet, like other successful organisations, understands that team-work leads to effective results by developing:

• Communication skills,

 

• Encouraging collaboration and cooperation,

 

• Sharing leadership and

 

• Lending humour to the task at hand.

 

 

WestJet Care-antee

Question: 

What is the West Jet Care-antee and what exactly does it mean?

 

Answer:    

The WestJet care-antee was established to promote a high standard of customer service and value. This care-antee is actually a list of promises.

 

 

WestJet's care-antee includes commitments like:

 

"We will accommodate you if your flight is delayed.  Even if

  it`s Mother Nature`s fault."

"We will give you ample legroom and overhead bin space."

"We will allow you to transfer your credit files to friends or family for free."

"We will give you free snacks and refreshments on your flight."

"We will always include smiles and thank yous."

 

West Jet Humor - Part I

 

 

 

 

 

“Ladies and gentlemen, this is your captain speaking. Welcome to Flight Number 293, nonstop from Winnipeg to Montreal. The weather ahead is good and, therefore, we should have a smooth and uneventful flight. Now sit back and relax.. OH, MY GOD!”

Silence followed, and after a few minutes, the captain came back on the intercom and said, “Ladies and Gentlemen, I am so sorry if I scared you earlier. While I was talking to you, the flight attendant accidentally spilled a cup of hot coffee on my lap. You should see the front of my pants!”

A passenger yelled: “That’s nothing. You should see the back of mine!”

West Jet started with a TEAM!

It was founded in 1996 by a team of Calgary entrepreneurs, headed by Clive Beddoe. 

The company started with sixteen aircraft, five destinations and two hundred and twenty friendly WestJetters (a term used for their employees).

 

Present Day Accomplishments:

 

 

WestJet has grown into Canada’s leading high-value low-fare airline.

 

WestJet offers service to 76 destinations in Canada, the United States, Mexico and the Caribbean.

 

Its fleet now includes ninety eight Boeing Next-Generation 737 aircraft.