Customer Service and the Airline Industry? Not So Much!

Lately, I had a speaking engagement in a little town in Iowa. Let me tell you, it wasn't the easiest spot to get to. I flew into Chicago O'Hare's airport exactly where I had a layover. I then flew into Moline, IL and then had to drive to the seminar location in Iowa.

Well, my two-day Leadership seminar went outstanding and I made my way back to Moline for my flight. I got to the airport earlier than expected so I went to see if there was an earlier flight to Chicago. There was. I believed "Awesome. I'll get an earlier flight back to Chicago exactly where I can get a nice meal prior to my flight into Dayton." Superb thought, but that is where it died.

I went up to the counter and asked if I could take the earlier flight. Guess what, there was a seat obtainable. Guess what, it would price me $75 to get it. I tried to get them to wave the fee. They had been taking me to Chicago anyway. What is the large deal. Just put me on the earlier flight. Should be a no-brainer, correct? Incorrect!

It is only a no-brainer for a corporation who values its customers and believes in serving them. I felt sorry for the young clerk at the counter. She was in a tight spot. She wanted to serve me, but wasn't allowed. She said, "We get in difficulty when we waive the $75 fee."

Right here is the focal point of the entire dilemma. Leadership. Lousy Leadership. Now, I am not going to mention the name of the airline for the reason that most of them would do the exact very same thing. There is only a few airlines like Southwest Airlines who know what service is. Unfortunately, I wasn't flying Southwest.

The airline market is so short-sighted and so desperate for revenue that they would rather charge me an added $75 (for a seat that was going to go vacant anyway) and threat my future company. Will I believe twice prior to I book a different ticket with this airline? You bet your fantastic grandfather's dentures! If I have a choice, why would I pick out to fly with them when they treat me like that.

Well, long story short, I refused the pay the $75 and went and ate a lousy meal at the snack bar and took the later flight.

As we close out our message at this time, I remind you and myself of my Dad's wise words, "The client is our life blood." Give extraordinary service for your customers and just before you know it, way more clients and far more profitability will be headed in your direction.