Top of Mind Thursday November 2, 2017: This Service Just Doesn’t Fly

Top of Mind Thursday

I spent an extra 5 hours in O’Hare airport in Chicago last week on my return to San Francisco. Well, actually, since I experienced 10 30-minute delays, it felt like an extra 50 hours in the airport.

Leverage2Market Logo

This started with a finicky backup system on the original aircraft. We boarded the plane and were told we could fly without the backup. Then we were told we needed the system, but it would just be a few minutes to fix. Then we had to deplane because we needed a new plane. Then we had to wait for the plane, then for the crew, then for the rest of the crew, then for a takeoff slot…next thing you know you’ve got a real 5 hour delay.

Problems happen and safety should always be paramount. But here’s what I don’t get. One would presume that, like other major airlines, United has at least their fair share of experience in these situations. Why then does it seem like the customer service people on the ground have no idea what’s going on or how long it will take to resolve? Nor did they understand what to do with a jumbo jet-load of delayed passengers. Food vouchers were only handed out after passengers started complaining.

As tempting as it may be to fixate on United, this problem is not limited to them, or even to airlines. Why do mortgage brokers assign you a staff member who appears to have never closed a mortgage before? Why do some cities in the snowbelt appear totally flummoxed when a dusting of snow hits the ground?

Flight delays due to equipment issues are endemic to the airline industry. So why not have a plan in place to deal with this effectively and efficiently before 300 irritable people converge on a hapless customer service agent? If you normally expect snow in the winter, why not have contingency plans ready in advance of when the storm hits?

We obviously can’t forecast all eventualities. But the more we can help customers when known issues surface, the more they’ll trust us and remain loyal in the future.

Acting like you’ve never seen a problem before may be the catalyst that convinces your customers to fly the coop.

Nearly 85% of Puerto Rico still does not have electricity. Help us get insulin coolers to diabetics in San Juan. Learn more.

To subscribe, please click here.

Contact me to find out how to get heard above the noise

Marketing Above the NoiseCheck out the new video trailer for my book, Marketing Above the Noise: Achieve Strategic Advantage with Marketing that Matters.

Download a FREE chapter now.

What are people saying?

Buy now.

Limited time to devote to marketing? Check out our weekly Just a Moment for Marketing videos. They only take a minute.

Let us help your business rise to the top.
(650) 281-4854

This entry was posted in News and Updates, Top of Mind Thursday Memo and tagged , , , , , , , , , . Bookmark the permalink.

Comments are closed.

  • Upcoming Events

  • What’s New

    LISTEN: The Inspired Leadership Show with guest, Linda Popky. Discover secrets of being an effective leader thru communication, positive influence and sustainable productivity.

    Article: By any other name: Beyond Meat grows beyond belief. Linda discusses how to leap forward with business innovations on MultiBriefs: Exclusive.

    Article: A climate of change: What should your organization do?. Linda discusses how climate change might impact your business on MultiBriefs: Exclusive.

    Article: Two Successful Female Business Partnerships on Life Lessons at 50 Plus. Linda Popky and Lisa Anderson who talk about being co-executive directors of the Society for the Advancement of Consulting (SAC).

    Podcast: "We Built This City" - Linda Popky shares stories about her 40+ years in tech marketing in Silicon Valley. She says, "Don't ever listen to somebody who tells you you can't do something." - Listen!

    SAC® Press Release: "Focusing on Your Best Employees is an ART worth Developing" - Linda Popky talks about 'walk the talk' when it comes to building an employer brand. – Read release.

    Podcast: Linda Popky interviews Erik Pelton who explains why now, more than ever, it's so important to have a strong trademark for key brands.  - Listen.

    Video: Just a Moment for Marketing: One-minute videos that focus on a marketing tip or anecdote. – View over 100 videos.

    eBOOK: Top of Mind: 101 Insights to Transform Your Business
    Purchase PDF or ePub book.
    Top of Mind

    Book Video Trailer How can your message be heard in today's crowded, chaotic environment? Learn more about Linda Popky's new book, Marketing Above the Noise: Achieve Strategic Advantage with Marketing that Matters, in this short video trailer.

    Harvard Business Review: "Identify the Marketing Metrics That Actually Matter" by Linda J. Popky - Read article

  • Read Our Blog

  • Subscribe to the Top of Mind Thursday Newsletter

    Free articles download with sign up
  • Marketing Above the Noise

    Introducing Dynamic Market Leverage™, an approach to help cut through the clutter, stand out, and effectively build business.

    Marketing Above The Noise

    What's Inside Available in Hardcover and eBook formats