Customer service stays with you. This isn’t the first time I have said that in this blog, but I was reminded again how impossible it is to succeed in a competitive market without outstanding service. We can get mediocre anywhere, and generally won’t put up with superior products if the service isn’t welcoming.
And, reputations matter. I had to alter a plane ticket this week in the worst way. I had to split a couple of normal layover flights to give me a long layover to go do something. Plus, I was doing it less than 18 hours before the new flight left. I was expecting the worst. I was figuring change fee plus hundreds of dollars in price difference. Much to my surprise, when I said it was for a funeral, a story that normally gets no sympathy from the airlines, all charges went away. No fee. No price difference. Get on the plane and go. And, the flight was over sold so it wasn’t like they were giving away an abundant commodity. It is a shame that airlines have created a reputation for themselves where we expect the worst, but it is so pleasant when they come through. Thank you Delta…
Thanks for reading.
