We have always viewed the level of customer service we offer to our clients as of the utmost importance. In my daily life, I am constantly astounded at the various levels of service I receive from other individuals. When I receive good service I typically let the person know. I believe that there is not enough positive feedback given generally.
Here is an example of the bad service that will keep me from using a company again. This past weekend my family flew "back east" to a family function. As background, I always try to book direct flights, but I used points and had to do a connection. When I arrived at the airport, I found that the flight time had changed, and was now 50 minutes later. Well at least it wasn't earlier, but had the airline notified me, I would have been much happier to spend the time wisely instead of sitting in the airport. We had 45 minutes to make our connection (obviously more originally). The flight originated elsewhere and arrived late. We were told it would be about 10 minutes late. Then they had to fix a jump seat. Now it would be another 15 minutes. OK, this is all understandable. This airline apparently hasn't done research on efficient methods of boarding however. All rows you can board now. Boarding took at least twice as long as I have seen on other airlines especially when boarding late. That made the difference. We of course missed the connection and had to stay over in Minneapolis.
Where I am going with this. They made the proper gesture and put us up in a hotel, (Cheap), and provided dinner and breakfast vouchers. The flight left early the next morning. Always fun with kids. The flight crew on the original flight was rude, didn't assist the many people who were going to miss connections. We were delayed by 13 hours total. (And we got flagged at security to boot, because of the re-ticketing.)
The proper gesture I mentioned I believe is required in the situation is described. The effort put forth by the employees was dreadful. Add to it, the rental car agency wanted to charge me more for picking it up late. I asked if the car could be held for later pick-up, and the answer was no. They wanted to charge $30 more for picking it up the next day. I paid the difference, but it was to another rental car company. Why did they lose all the business?
OK, this may sound like complaining, and it is, but if the airline staff had put forth at least an attempt to be accomodating, I wouldn't rule out using them again. If the rental car agency had been accomodating they wouldn't have lost the business. I still had to pay, but it wasn't going to be to them.
Always consider what the client is going through when providing the best service you can. If you don't you may not get to provide that service again, and you may never know why.
AT
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