I'll never forget overhearing an airline ticket agent getting an earful from an angry customer, then telling the customer, there was nothing the agent could do: The guy's plane was late and all the complaining in the world wasn't going to make it not late. End of story.
When another agent joked about the episode and the unruly customer, this agent says to her, "Yeah and where else is he going to go?"
Planes are crowded. Airports are busy. And for the airlines — most of them anyway — times are good.
So good that a lot of them feel they can be bad and rude and condescending. And they can think they can keep acting that way because this is the way.
Thing is, it's not always the way.
Business has a way of changing and turning and souring and customers have a way of leaving. Because they have a way of remembering who treated them like crap and who didn't.
It's called service — in good times and in bad.
Sam Walton got that, it's a pity some enjoying success forget that.
Assuming that good times last and the arrogance with it can last too.
They don't. It can't.
That's why I remember the busy contractor who calls me back and the airline that wants to get me back.
They take nothing for granted. We should accept no less from them.
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