Long-distance taxi rides rarely give me a sense of security. Not because the speed exceeds 80km/h, or because the driver shows off his flying skills. After all, driver caution is unquestionable. But it is a fact that sitting in the back of someone else’s car makes us a lot more nervous.
Everyone wants to be in control of their own life and be proactive about their own safety. If it is necessary to entrust it to another person, then that person should at least earn a certain amount of trust.
When trust in safety is misplaced
In terms of creating safety confidence, perhaps the airlines are the best. Incidents, safety, falls, etc. gradually enter the list of words that are rarely mentioned, even in the minds of passengers when stepping on the plane. Simply because for everyone, safety is a must, no doubt.
Therefore, advertising about flight safety is also never seen. Everywhere there are many slim waists of beautiful, smiling flight attendants; professional pilot; and luxurious meals or accompanying benefits.
One can be so reassured by thinking that “airplane accidents rarely happen”. But it must be admitted that it is very little. Professor Jeff Rosenthal has calculated that the probability of a plane crashing is only 0.00001%. Which means it’s even lower than the probability of a person being hit by lightning. And stories about plane crashes are only happily chatted with each other when remembering a certain adventure movie.
But life is not like a movie, nor is it a statistical probability. Two recent consecutive plane crashes have shocked the whole world. And people were even more shocked when the authorities discovered on the two crashed Boeing 737s that there were two flight safety features that were not equipped by Boeing, the Angle of Attack Meter System and the Sensor Error Light.
Boeing 737 used to be a scandalous aircraft that was banned by many countries
Their way of doing business in today’s competitive market is to be as cheap as possible. So they can always take something off their products, on the journeys of millions of passengers. And worst of all, the “something” is the security system itself. Airlines when ordering Boeing 737 MAX can choose to buy or not the angle of attack meter system and the sensor error light as an option!
We recognize that our own safety is seen as an “optional” rather than a must. It sounds like you buy a billion-dollar car but have to negotiate whether or not install additional brakes.
And the story of trust and profitability can be summed up in an increasingly “lean” process: To take something less, Boeing has put faith in its design; airlines put their trust in the pilot’s handling ability; and passengers believe in probabilities when boarding low-cost flights.
To take something out of the product is a failure
Smartphones are getting thinner and thinner, and features are increasingly being upgraded to add convenience to users. Phone manufacturers each time they update a new model, they promise improved technology: faster processors, more powerful graphics, etc., but sometimes those improvements are mainly in the camera – a convenience rather than primary utility of the telephone – a communication tool. However, every step forward is meeting the needs of technology consumers, so even though prices are increasing, every time big brands launch new products, it will still be the image of long lines of people waiting to buy. .
Homelifts are increasingly compact, no need for PIT, can be customized for each house with an area of less than one square meter. There is even an additional SRS system. Even if the power fails, the ARD automatic rescue unit fails, people stuck in the elevator just need to press the button to get out easily.
SRS system equipped elevators for emergency situations
Genuine businesses must always think of ways to improve the quality of products to serve consumers. Customers always want to own the best quality products at the lowest price. It is a legitimate desire, and also a driving force for businesses to create, compete and develop.
But in another dimension, the good – cheap consumer demand is used as a weakness. People tend to soften when faced with cheaper options. And once they can’t convince customers to spend more money, businesses always know how to profit by implicitly or openly reducing something in the product.
In the hundreds of products and services that need to be used in daily life, our customers do not have enough time and opportunity to learn in detail. Japanese or Chinese components, natural or synthetic fish sauce, reinforced concrete or bamboo, etc., sometimes customers simply trust. But there are businesses that respond with failure.
Failing to convince customers to spend more money, and take something out to increase profits, is indeed a failure.
Safety and trust are not bargains!
Then, Boeing released a fix for the 737 Max, declaring the plane safe. Working with customers and global regulators, trying to restore confidence in their industry.
But, once trust is lost, it can never be regained. Because any bad incident experience is scary and haunting. In Vietnam, food laced with chemicals, cars crammed, elevators stuck for hours, etc., are countless stories of money loss when using poor quality goods.
Consumers, regardless of segment, have a good reason to choose products that are worth their money. But for less money, that doesn’t mean the client gives you less trust.
Businesses that can develop sustainably must meet that trust by providing 100% satisfaction. That is the way of thinking and attitude of true servants who create value for society.
And thinking in the style of “cheap, you usually have to take something out”, actively gutting your own products, weighing, measuring and bargaining with customer beliefs, what are the results, what is real. The facts show that there is no need to argue.
Convenience technology, quality food, safe elevators, etc. the consumer will eventually come to the best choice. From there, businesses can determine their trends, establish place in the hearts of customers, create profits and develop.
Nguyen Minh
