jetcareers - View Single Post - Airline

Minnesota_Flyer · August 31st, 2004, 16:22

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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.

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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.

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I seriously doubt that Southwest makes a regular practice of telling its customers to go f@$& themselves. You can draw reasonable lines with people and still have them go away happy. You just have to be able to say "no" politely, with a smile; and be willing to offer constructive solutions. This is what Southwest seems to do well, and what many other carriers do not do well. As others have said, good communication is the key.

With respect to Pilot0602's hypothetical, I would ask which is preferable: (1) taking the risk that you are given a free meal to a jerk; or (2) taking the risk that you will alienate a good customer with a legitimate grievance by giving him or her the third degree regarding the complaint? A business which regularly tends toward option (2) will not be a business for very long.

MF

August 31st, 2004, 16:22	#38
Minnesota_Flyer Old Skool Join Date: Mar 2004 Location: the Twin Cities of Minneapolis and St. Paul Posts: 2,020	Re: Airline - Quality service and ticket prices [ QUOTE ] [ 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. [/ QUOTE ] I seriously doubt that Southwest makes a regular practice of telling its customers to go f@$& themselves. You can draw reasonable lines with people and still have them go away happy. You just have to be able to say "no" politely, with a smile; and be willing to offer constructive solutions. This is what Southwest seems to do well, and what many other carriers do not do well. As others have said, good communication is the key. With respect to Pilot0602's hypothetical, I would ask which is preferable: (1) taking the risk that you are given a free meal to a jerk; or (2) taking the risk that you will alienate a good customer with a legitimate grievance by giving him or her the third degree regarding the complaint? A business which regularly tends toward option (2) will not be a business for very long. MF