Managing expectations British Airways style

HOUSTON (Chemicals Confidential)--How to keep a business traveller happy? First leave us guessing up until the very last minute whether our BA flights to Houston for NPRA will be cancelled on account of the strike. Then just as despair is beginning to set in, confirm the outbound flight but not the return. Wait until the very eve of travel, then confirm the return flight, but note that there will be no hot food on board.

On the day itself, take off on time, with plenty of staff and a reasonably full plane, and then pull the final rabbit out of the hat and serve hot food throughout the flight.

Result: one deliriously happy traveller. What an object lesson in managing customer expectations.

If only I had taken this route in informing ICIS editors and subscribers of the imminent rollout of the new enhanced design of the pricing reports. First, warn them that they're not likely to get their reports ...