In my last blog post I mentioned my experiences flying which lead to this next discussion on customer service.
Now, why did I tell you the story about my travels and the different airline experiences?
Recession or not, customers expect good customer service. Shuffling customers around from gate to gate and be in essence punished for arriving early does not make a happy customer.
Compare this service to Midwest who went out of their way to help me get to Des Moines on the way over. It was my fault that I booked 9:00 p.m. instead of 9 a.m. This was the first time I had ever done this! There was a flight leaving at the same time and arriving in Des Moines around the same time. They apologized for having to charge me $50 to change it and were over the top accommodating. Then, once on the plane they offered everyone cookies—a very nice touch, even though I do not eat them.
When times are tough, especially for industries who are feeling it more such as the airlines, you need to recognize that the one thing that can separate you from the pack is your customer service. Now I may be singling out two airlines, but it could have been any one of them. I just happened to have this experience on Delta.
When you are in the sustainability arena, good customer service completes the people, plant and profit equation.
Remember, it is about treating people right. People expect more from companies today when they have less dollars and even more from sustainable companies who they feel should know better.
Colette Chandler
Helping You Understand and Profit from Consumer Health and Green Trends
