Blog Articles about Customers
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March 25, 2009
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.
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