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Who is at Your Ticket Counter? Be Careful Who You Hire to Represent Your Name

By Kristi DeFazio

Real Estate Agent with RE/MAX Advantage

March 07, 2011 08:49 AM

Who is at Your Ticket Counter? Be Careful Who You Hire to Represent Your Name

This past I took a trip to Dallas to see some family. On the return flight, when I checked in my bags at the ticket counter, I asked the lady if I could have a seat next to my 11 year old son. She said no. I then asked if we could be close together at least, one row in front or behind type of thing. She said, "I told you NO, the flight is full." She had quite an attitude. She didn't offer any solutions to my problem.

I was treated like dirt. She must have been in charge because she was ordering everyone else around that worked at the counter. I didn't feel at all like a paying customer that is helping her with job security. She made me feel like I was putting her out by asking questions. I went on my merry way and if I had time, I would have asked for her supervisor. I know she probably had a rough day, but I am sorry, if you are in customer service, you don't get to take it out on others.

What she didn't know is that I don't usually fly this airline with the happy cheery animals on the tail.I usually fly American and love it. I got a deal on Orbitz so I went with it. The rest of my experience with this airline was wonderful. The flight attendants were great, the plane was clean and we were on time. What more could you ask for? I know, how about polite people that you are handing your money over to?

It really made me never want to fly this airline again, except the rest of the experience was actually very pleasant.

My point of this post is this- if you have any assistants, receptionists, or ANYONE that represents your name or your brand, you better make sure that they know how to treat people. It only takes one person to give people a bad perception of you.

Who is at YOUR ticket counter?

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Kate Bourland

Marketing with Kate - Redding, CA

Onlilne Marketing Mobile Marketing

This is why the Airlines are in trouble. Deregulation and cost cutting took away customer service. It's nuts.

Mar 07, 2011 09:14 AM

Robin Dampier REALTOR®

Coldwell Banker King - Hendersonville, NC

Hendersonville & Western NC Real Estate Source

We all have our bad days but the attitude needs to disappear when behind the counter assisting customers. She should be reported as her attitude reflected negatively on the company which was really very good for the rest of the encounter. Once on the plane were they better able to accommodate you and your son's sitting arrangement?

I used to love flying but it seems to have become quite a hassle these days.

Sue of Robin and Sue

Mar 07, 2011 09:20 AM

Kristi DeFazio

RE/MAX Advantage - Colorado Springs, CO

Colorado Springs Rea lEstate 719-459-5468

Kate- Most people that work for the Airlines get it- customer service

Mar 07, 2011 09:27 AM

Robin and Sue- Yes, we were able to sit next to each other after all. It was on the bulk head row .

Mar 07, 2011 09:28 AM

Jeffrey DiMuria 321.223.6253 Waves Realty

Waves Realty - Melbourne, FL

Florida Space Coast Homes

Kristi I think many of the people in our industry forget they are a business and a brand...and they need to treat it that way.

Mar 07, 2011 04:35 PM

Jane Peters

Home Jane Realty - Los Angeles, CA

Los Angeles real estate concierge services

Gone are the days when flying was a luxury. Planes are now like cattle trucks and the service often matches it. I would have mentioned the airline by the way. The only one I can think of with animals on the tail is Qantas, and I am sure it wasn't them :)

Mar 08, 2011 11:59 AM

Lana Robbins Realtor ® Licensed Real Estate Broker

Aloha Kai Real Estate - Clearwater, FL

Licensed in Florida, Washington, and Hawai'i

Hi Kristi. First impressions are significant whether in the front office or the back office. I am surprised how rude some people are when they represent the company that is associated with their name. Unfortunately it seems more prevalent especially with some airlines.

Mar 08, 2011 03:04 PM

Jane- The airline is Frontier. They are a smaller airline out of Denver. Like I said, everything was GREAT except the lady at the ticket counter.

Mar 09, 2011 06:54 AM

Mary Douglas

United Country Ponderosa Realty, Red Feather Lakes, Colorado - Red Feather Lakes, CO

REALTOR, Red Feather Lakes, Colorado

Hi Kristi, your point is well taken. Customers often relate one bad experience with one person in a company of 1000s. That one person doesn't realize their importance, the real gems are the ones who understand the concept. She needs to find another job.

Mar 12, 2011 05:03 AM

Tammy Lankford,

Lane Realty Eatonton, GA Lake Sinclair, Milledgeville, 706-485-9668 - Eatonton, GA

Broker GA Lake Sinclair/Eatonton/Milledgeville

It really ticks me off if I hear one of my agents getting attitude. I know sometimes the public can drive people in the service industry nuts. BUT we have to wait to scream until the public can't hear us. :)

Mar 16, 2011 09:32 AM

Who is at Your Ticket Counter? Be Careful Who You Hire to Represent Your Name

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