I'm not one to moan unnecessarily about the rigors of air travel these days; it is worth noting, however, how the difference between real and electronic communication can leave different impressions on a passenger.

A recent flight to London was piloted by a positively garrulous captain who enjoyed delivering soliloquies on air traffic control hiccups, taxiway pecadillos, and the beauty of a strong tailwind.  His announcements were avuncular, reassuring and a pleasant distraction from the claustrophobic conditions of economy-class (not moaning, just commenting).

Contrast his style with a return flight piloted by a captain who was mute by comparison, and whose lack of communication was compounded by some electronic black magic that made all general communications from the flight deck video announcements on the common TV screens.  Everything from 'fasten your seatbelts' to the safety orientation, the imperative need for business class passengers to return their personal video device (3 terse reminders delivered to the entire aircraft, not just business class, presumably because they are a forgetful bunch despite having the wherewithal to rent a $3000.00 seat for 6 hours).

What's my point, you're wondering?  Good question.  Simply this: that proactive communication can directly influence perception and then, experience.  It is comparable to reassurance, to touch, and ultimately, inspires confidence. 

Our house painters seek always to communicate first!