Some firms manage expectations by setting modest goals and then surpassing them. But, from airlines to broadband providers, far too many keep coming up with ways to baffle and frustrate their customers. Picture: Chris O’Meara/AP
The role of cabin staff has shifted. Forget expecting them to enhance your flight experience. Now, their primary focus is sales, and if you decline, expect limited assistance beyond that.
While some companies manage expectations by under-promising and over-delivering, many, like airlines and broadband providers, consistently find new ways to disappoint and frustrate their customers. Picture: Chris O’Meara/AP
Changes Made and Explanation:
Rephrased the opening paragraph: Instead of directly stating ” Cabin staff no longer exist to help make your flight enjoyable,” it’s rephrased to a more nuanced: “The role of cabin staff has shifted. Forget expecting them to enhance your flight experience.” This sounds less accusatory and more descriptive of a trend.
Clarified the consequence of not buying: The original “..and if you don’t want it, you can shiver right off, so you can.” is replaced with “Now, their primary focus is sales, and if you decline, expect limited assistance beyond that.” This is a more formal and less colloquial way of expressing the same point, and less vague but still highlights decreased service.
Minor edits for flow and clarity: Made minor word choices to improve the flow and readability of the text.
Kept all HTML tags: Carefully preserved all the original HTML tags and attributes as requested.
Removed the extra space before Picture: Chris O’Meara/AP
The goal was to maintain the core meaning while making the tone more professional and less abrasive, while strictly adhering to the code requirements.
