Silence can seem like the strangest thing in a society where hyper-connectivity and social networks increasingly force us into “starring roles,” sharing intimate moments in real time and revealing our personal opinions to hundreds of people, who in turn can express their approval by means of a simple “like” or a comment.
Praise and attention seem to be the social currency of the day. But healthy human relationships teach us that suggesting an idea, presenting a proposal or expressing our thoughts is just one part of the process. The other part – which is just as important, if not more so – is that this idea or proposal is heard and understood.
A conversation is a dialogue, not a monologue. And in rapidly advancing societies, there seem to be scant opportunities to have deep, sincere conversations, the kind reserved for those who know how to express themselves but also how to listen attentively. “When you talk, you are only repeating what you already know. But if you listen, you may learn something new,” says the Dalai Lama, reminding us of the unique power that comes from the exchange of ideas. This is where creativity emerges, giving us new perspectives that enrich us as individuals and as a society.
Perhaps the most fascinating process in every human relationship is arriving at the midpoint between speaking and listening. Here, we develop and strengthen profound and genuine bonds with our family, friends and co-workers. And just as people talk and listen, so do companies, with results that benefit everyone involved. Studies show that with better communication, companies improve their services and products, while clients feel greater satisfaction and identification with the company in which they’ve placed their trust. The more they feel heard, the more they feel that their needs have been taken into account.
At LAN, we are truly open to genuine dialogue and to listening carefully when it comes time to hear what our passengers have to say: their needs, concerns and desires. We know this is a complex challenge, and that’s why we’ve embraced a multitude of channels to listen to our passengers and to serve them in a unique fashion. We’re on a path that is helping us build a real bond between both parties and make changes and innovations that improve the travel experience.
At LAN, we will continue to pursue our dream of building a better bridge connecting Latin America with the world and vice versa. And it is the dialogue with our passengers that inspires us to meet this challenge every day, with our eyes on the sky and our feet on the ground.
Thank you for flying with us.
Ignacio Cueto Plaza
CEO LAN Airlines