Shouldn’t customer benefits be simple and thank-you’s be unconditional?
This blog is a diversion from my usual thoughts on leadership. I am thinking more and more about how to treat customers. First and foremost keep it simple. I am sitting on a plane with 8 upgrades that should put me in business class. I am in economy. My upgrades were blue not red. The red ones are better. Who knew?
The result for me as a customer? I sit looking at the open seats in business class. I look at my useless business class upgrade certificates. what I once saw as a pleasant thank-you for my business with this airline now is a source of annoyance.
Everytime I look at the these offending blue upgrades I remember that they come with conditions. I remember the 5 hour flight in economy with open seats in business class. "Thanks for your business but only in certain circumstances that suit our airline. Please read the fine print."
Conditional thank-yous are worse than no thank-you at all. If you are going to offer a thank-you offer it unconditionally.
"Thank-you!". There that feels good.
Sandra Oliver - March 25, 2009
Filed under:
leadership,
customers
Sandra Oliver
Sandra Oliver Sandra Oliver is a leadership coach and consultant with more than 17 years experience in Corporate HR leadership roles. Her expertise includes change management and succession planning. Sandra is the founder of IMPACT Consulting Inc.
