Finding Mr. (W)Right - or not

This is a tale about customer service (kinda).

For the past few years we’ve taken a trip the week after Christmas – it’s a really cool tradition that I hope we can continue. This year we decided on San Francisco as our between-Christmas-and-New Years destination. It’s a great city with all kinds of attractions – tacky tourist stuff, great places to eat from all ethnicities, and practically unlimited cultural pursuits. We indulged in all of them for five days.

As has been the case with our trips over the years, the time spent at the destination is outstanding. This trip was no exception. Travel to the destination is also usually good, but not this time. This time we flew American Airlines – yeah, the company that just filed for Chapter 11 bankruptcy protection on November 29, 2011. (I’m a Southwest loyalist; I should’ve known.)

Now in our defense, we made our reservations long before they made their reorganization declaration, but after spending a week in their clutches it’s pretty clear that one of their big issues is customer service. My bother-in-law, a Delta loyalist, commented that they seemed much more concerned with their own convenience than with that of the passengers. That approach will cause problems for any company.

Here’s my problem – O.K., here's just one of my problems – with poor customer service. First of all, it really just boils down to common courtesy and treating others the way you want to be treated. But more than anything, if you’re in a customer service industry the first priority should be customer service. DUH!, right? It doesn’t really matter if you’re selling products or services, in the money-for-widgets exchange program, those selling the widgets should show some deference to those shelling out the money.

Issue #1: My brother-in-law, Barry, made reservations back in early October and then we mirrored what he did. At some point between the time they made their reservation and check-in, their return flight got changed from a 9:15 a.m. departure to a 6:00 a.m. departure. No explanation – just bumped. There’s a HUGE difference between a 6:00 a.m. departure and a 9:15 a.m. departure, especially with 7- and 10-year old kids in tow. Not good.

Issue #2: Our seats got changed on the second leg of our flight – from Chicago to San Francisco. No longer would we be sitting together. No, instead we (me, my wife, my son, and my mother-in-law) all had middle seats at various positions throughout the plane. No explanation – just changed.

When we got to O’Hare we had about an hour and a half layover, so we asked the agent at the desk if he could help. His name was Mr. Wright, a real misnomer!. (And why do any grownups expect others grownups to call them “Mister,” or “Missus?”) Anyway, this guy was one of those people who who thinks he’s busier than you. We all know these people – in our personal lives as well as at work – who seem to think you can’t possibly understand the load I’m under. I think that’s a load.

I digress. Anyway, Mr. Wright worked feverishly for us as the plane is boarding – Group 1, Group 2 (our group), and so on – until he can do no more. It’s just impossible for anything to be done. And oh, by the way, your reservation is “just a request for seats.” By the time we board the plane (NOT in Group 2) the plane is already full so there’s no room for our carry-on bags. (We intentionally pack only carry-ons so we don’t have to fight baggage claim and risk losing luggage!) Now we’re checking bags too!

So we get on the plane – in our middle seats. My son and I are on the same row, opposite sides of the aisle in our middle seats. Guess what? The couple on either side of the aisle would rather sit together, so they ask my son if he’d trade and take the aisle seat – right next to me! My mother-in-law and wife get similar requests and end up in aisle seats directly behind me and my son. Apparently all that blood and sweat by Mr. Wrong didn’t show him how they’d screwed everyone else up too.

O.K., my rant is over. Here’s my point: Whether you serve internal customers (like HR) or external customers (like sales or customer service) nothing beats treating others the way you want to be treated yourself. This approach works almost all the time, and everyone feels better too.

According to research, negative interactions have five times the impact of positive interactions – FIVE TIMES! Do your part to offset whatever negative your customers may encounter – keep it positive.