“I spent last Friday night in Detroit rather than home in Orlando due to an airline “mechanical”. The airline didn’t lose my business because of the broken part, but lost it later in the evening because of their robotic customer service.
We’ve all been there. First comes the announcement makes it clear you’ll miss your connection, then you scramble for a best-case back-up plan. Ultimately I chose to travel to Detroit which became the scene of multiple customer service crimes. Infraction #1 was a 42-minute wait in line for a hotel voucher. Next was the command-and-control manager who three times addressed the line to instruct us on how to behave when we ultimately reached the lone customer service representative at the end of our rainbow. The final infraction was that representative who insisted that I could not get my baggage for at least four hours even though after much discussion it somehow appeared 10 minutes later. And due to space concerns for this article I’ll omit the attitude of the desk attendant at the 1-star flophouse where I spent the night.”
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Richard P. Finnegan is the CEO of C-Suite Analytics, which helps organizations improve engagement and retention, including one solution that guarantees turnover will decrease 20% in the first year or funds are returned. His experience includes solving turnover and engagement in Siberian banks, African gold mines, multinational corporations in China, and for the CIA.
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