Month: June 2017

The ‘Cure’ for lousy customer service

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I know it’s foolish to walk into one of Rochester’s most popular restaurants without a reservation on a Saturday night. But, we did it anyway; and, in addition to enjoying a great meal, it turned out to be a great lesson in how to cure the customer service ills that infect many companies.

I’ve been on a rant about lousy service lately. First, there was my experience with American Airlines (F-Bombs over Charlotte), followed by my open letter to the CEO of Delta. I got lots of responses to these posts, many of which brought to mind that it isn’t just major airlines that are afflicted with this disease.

Throughout, I have espoused a model of empowering employees first outlined for me by my good friend Cara Holland (Great Thinkers Who Are Also Great Leaders). It goes like Continue reading “The ‘Cure’ for lousy customer service” →

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An Open Letter to the CEO of Delta Airlines

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Dear Mr. Bastian,

Don’t worry. I haven’t been dragged off one of your planes by my hair or contracted an unheard-of, respiratory ailment through the ventilation system of one of your airplanes. Nor am I writing to complain about high fares or unbundled pricing. We consumers have made our own beds – always sorting by low price – and now must lie in it.

In fact, my last trip on your airline was almost pleasant because I paid extra to sit in an exit row. No, I am not writing to complain about my round-trip flight to Atlanta. I am Continue reading “An Open Letter to the CEO of Delta Airlines” →