Good customer service in the sky
Good customer service puts people at ease and these people understood their clients fears and found a way to address it. The pilots spoke and met, and even hugged their customers so they connected and showed them that they were on their side. What a wonderful experience and statement of trust for the people who were flying.
Good customer service doesn’t mean giving away money or making a big deal about things. It is just letting the customer know that they have been heard, and sharing their concerns by listening. As I help people I find that most people just want to be heard and taken seriously, you don’t necessarily have to do anything fantastic for them. In fact, most of my customers only want to be listened to when they have a computer problem, not necessarily spend the money it takes to fix it. Its kind of funny actually. I tell them each time, you know you could permanently fix this problem for $X dollars and they are like “Well I can live with it.”
Mostly it is the rich who want things perfect. The funny thing is that when they request a new device, or different process, what we learn often is that yes it does fix one problem, but it creates one or more new problems. It is very difficult to get something that is 100% reliable and doesn’t cause any problems. The most that you can do is just to respond to the problems as they appear. In my experience of helping people I have found that Apple, Whole Foods and some restaurants have the best resolution to problems. It is surprising but places where you spend more money don’t necessarily have better service. You would think you would get better service when you spend more money but that isn’t the case. Often you get worse support. Take for example my friend who loves cars. He is a multimillionaire, but he has constant car issues. He doesn’t treat his car badly, but he has so many features and wants to try so many technological things that his car is like his “laboratory” and of course when things go wrong then I get the call.
I like that he has a hobby that he finds meaningful, but he tries things that have never been tested by his car company or the devices he is using. Since he has money he thinks that the car company will respond to the issues, but they tell him that its “unsupported” and that he is on his own. The device that he tries like Bluetooth speakers or whatever tell him they have tested it in his car so its unsupported as well. It is funny how often he buys things to find out that the way he wants to use them is unsupported. Should he give up? No, but when companies narrowly define their support then this guy doesn’t buy from those companies again. I’ll give you an example. He bought a Bluetooth speaker to talk to people in his car. It had a problem connecting to his two iPhones. Apple didn’t support the speaker, so couldn’t help him. The car company couldn’t help him, and the speaker company said they hadn’t tested it on his car. So really that $100 purchase was wasted. Of course $100 or $10k is nothing to him, but I find it interesting that companies sell things while planning to discontinue them. When I contacted that company for help they said it was discontinued due to lack of sales. However it was still shown on their webpage for sale with no hint that it was already End of Life.
So the lesson here is that before you buy something ask if it will be end of life or when the support will run out. If he had, he might have saved himself $100. Nothing to him, but something to the rest of us.
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