US Air … could learn a lesson.
February 27th, 2007 by Chief NutI’m sitting in the Myrtle Beach airport waiting for my delayed flight. Winding down after 3 days attending the 2nd annual Global Marketing Summit. LOTS more on that in upcoming posts.
Being delayed and possibly getting stranded in Washington tonight (I’m on stand by) is the “Bad.” On the flight(s) down here I was shown both the “Good” and the “Ugly.”
As I was boarding my connecting flight from Charleston to Myrtle Beach I was shown a FABULOUS example of self-motivated, high-touch customer service. A gentleman by the name of Niles was the ticketing agent. As he took the ticket from each person, he did something that I’ve never seen before. He quickly and deftly noted the name of every person and thanked them by name. Simple…not in the book…rarely a step agents will take the time to do…HUGE impact on me. Bravo Niles!! When I get back, I’ll be calling to find out the name of your supervisor and to write a message to United Airlines management.
Here comes the “Ugly.” Still warm with the glow of Nile’s customer service, I strapped myself into seat 4C …€” the first row in coach with lots of leg room. Comfy (but captive), I was slapped with a pitch by one of the flight attendants (over the intercom) to sign up for a Visa Card. WHAT THE …? Miffed only begins to describe how I was feeling.
When I contact United/US Air, I’ll suggest they visit one of their employees in Charlotte to take a lesson in what makes good customer service!
