After two hours' delay in Sichuan Airlines, I remembered Chili sauce.

Two days before New Year's Eve, everyone was busy celebrating the New Year, but I was waiting for Sichuan Airlines to pick me up at Shenyang Taoxian Airport thousands of miles away. The flight scheduled to take off at 6 o'clock finally got on the runway at 8 o'clock. Although the mobile app predicted the frustrating delay rate of this flight when booking the ticket, everyone hoped that he was an exception, and the whole cabin was filled with anxiety and dissatisfaction.

If it is compared to love, the first impression is simply terrible.

Sichuan Airlines is clearly aware of this. It was clarified at the first moment of boarding that the delay was due to air traffic control. After waiting for nearly 40 minutes to take off, the situation was also announced regularly, and the flight attendant smiled sweetly with apologies. The implication is that "the baby can't help it, the baby is bitter, and the baby and everyone are from the same country."

At this time, the attitude of passengers is very subtle, which can be regarded as a kind of dissatisfaction, but it has not yet risen to anger. According to the balance theory of psychology, if Sichuan Airlines, passengers and delay events are regarded as a triangle, passengers will deny Sichuan Airlines and delay at first. At this time, if Sichuan Airlines denies the delay, three negatives will be denied, and the attitude of passengers will change, which is obviously a bad change. Therefore, the first step of Sichuan Airlines is to stabilize the mood by accepting the delay.

When most airlines do this, it's over. The so-called "peace of mind", but Sichuan Airlines is obviously not satisfied. It began the second wave of efforts to change attitudes around catering.

For most passengers who only fly economy class like me, the meals on the plane are only to meet their physiological needs, but the design of Sichuan Airlines is more than that. First of all, the dishes are designed with Sichuan specialties, kung pao chicken, Mapo tofu and special noodles. The dishes should not be too spicy to take care of the public, but Sichuan Airlines has specially prepared Sichuan special spicy sauce, and you can have a spoonful if necessary. Cann't be intimate anymore

Secondly, in the arrangement of services, the first round of drinks, the second round of staple food, the third round of corn catering, the fourth round of asking whether it is necessary to add meals, the fifth round of drinks, the sixth round of garbage collection, and even the seventh round: special jasmine tea. In addition to an hour of take-off and landing, the service in the middle of an hour is done in one go. Aside from the restrictions of specific circumstances, it is simply a high-end restaurant. Is there a service?

Obviously, in the design of Sichuan Airlines, catering not only meets physiological needs, but also shows respect for passengers in details. Psychology also tells us that the formation of impression not only has the first cause effect, but also has recency effect, and the latest information has a greater influence than the original information. Although the first impression caused by the delay was not good, after two hours, perhaps Chili sauce and jasmine tea were more impressive.

If we still use the metaphor of falling in love, although the first impression of being late is not good, the girl is likely to be moved by her extraordinary speech and graceful demeanor.

Here, the change of attitude happened quietly, relying on Sichuan Airlines' efforts to accept passengers and turning the negative sign into a positive sign. Although the delay is still a headache, not every line of Sichuan Airlines is delayed, and other companies can't guarantee not to delay and compete.

For example, I didn't get home until 1 1 last night. Today, I took a lunch break and went to Baidu specially. 16 in the second quarter, flight attendant service was the first among state-owned airlines.

Other passengers may not be as free as me, but interestingly, when I went back to the booking app to check the passengers on the same line, the most number was not the delay, but the bottle of hot sauce in the hands of the beautiful stewardess!