jetcareers - View Single Post - Airline

tonyw · August 31st, 2004, 15:59

[ QUOTE ]
Customers aren't always going to be right, but if you want to stay in business for the long term, you better figure out how to treat the customer as if he is always right.

[/ QUOTE ]

Southwest has been around for what, 30 years now? They don't have a problem telling customers they're wrong, and where they can go.

I deal with clients, too, you know. I tell them when they are being unreasonable, and if they say, we'll never work with you again, I say fine, if that's the way you want to be. I can't give you what you are looking for, so it's better for you to just find someone who will.

Know what I get? Shocked silence, and I love it.

And then they very quickly retract their statement about never working with me again.

It's not like I don't have competition. It's just that I'd rather spend my time keeping my good customers happy instead of wasting it on a guy who will never be happy, who will whine and complain the live long day.

He can take his business elsewhere, because it's not worth the effort to keep.

August 31st, 2004, 15:59	#32
tonyw Old Skool Join Date: May 2002 Location: Maryland Posts: 15,931	Re: Airline - Quality service and ticket prices [ QUOTE ] Customers aren't always going to be right, but if you want to stay in business for the long term, you better figure out how to treat the customer as if he is always right. [/ QUOTE ] Southwest has been around for what, 30 years now? They don't have a problem telling customers they're wrong, and where they can go. I deal with clients, too, you know. I tell them when they are being unreasonable, and if they say, we'll never work with you again, I say fine, if that's the way you want to be. I can't give you what you are looking for, so it's better for you to just find someone who will. Know what I get? Shocked silence, and I love it. And then they very quickly retract their statement about never working with me again. It's not like I don't have competition. It's just that I'd rather spend my time keeping my good customers happy instead of wasting it on a guy who will never be happy, who will whine and complain the live long day. He can take his business elsewhere, because it's not worth the effort to keep.