Yes, eight Dollars ans six cents was the huge amount we, passengers of the flight 2646 to Houston, received in the form of meal coupons, eight days ago, whed due to electrical failures we had to deplan de aircraft we were in, right before it took off. Less than 2% of what, I least I had to pay for the round trip tickets to the Texan city, which was reimbursed as compensation for the extra 3 hours wait (additional of course to the original 3 we had already been there) so we could have something to eat at a restaurant assigned by them (not the customer’s choice) and in which by the way the less expensive dish in the menu alone, was almost the coupon’s worth (so it did not even cover an entire meal).
I’m not complaining. In fact I’m deeply grateful with the captain of the aircraft who responsibly tool the decision of not taking off, so THANK YOU VERY MUCH Mr. Captain!
That said, to their ground ops team I must ask: How much is it really worth to you a loyal returning passenger / client? Are we really worth less than 2% of what you charge us? Wouldn’t it have in better for you to help us with:
1-Having a special placer to go to re-check on another flight, without having to leave the terminal and going to the outer check in counters?
2-Transferring our baggage from one plane to the other instead of having us go to pick up our luggage at the baggage claim, having to go through customs without even having left the country! And then re-checking it?
3-Providing us with a comfortable place to wait instead of giving us an insufficient meal coupon that doesn’t even covers the total check of the restaurant you chose for ourselves?
Now I think about all this and I cannot help but ask you my friends: How much do you value your customers? When you have and inconvenient, do you seek for ways to add value to your clients, something that really sends out the message “I’m sorry, I worry about your satisfaction and really value your business” or do you just try to put a patch on with a coupon?
You’ll see, most times organizations thing that a reimbursement of any given amount (sometimes even 100% of the cost) is enough to cover our faults, but it really isn’t. Reimbursing what we’ve charged is only what’s fair. It is the minimum expected.
But if we really want to have loyal customers, who keep bringing their business to ours, we must focus on providing them with a great experience, a service like no other that tells them that above all, even our own mistakes; we will always try to exceed their expectations.
So I ask you again: How much do you really value your clients?
The pics of the week!
As always, here are some shots from my last presentations, this time DDB Mexico and Amipci and a special kenynote at Unitec. Take a look at them and see if you can find you in them!
I’m an advertising professional but my real calling is to communicate. I make a living creating marketing communications campaigns, but my real work is to study, write and share my thoughts and learning with those around me. I’m a speaker and independent trainer and have delivered key notes and workshops on marketing, sales, relationships and communication skills for companies like GCI Group, The Walt Disney Co. (Mexico) and Idea Visual as well as for Educational Institutions like Universidad Anahuac and Universidad La Salle. To hire me as a speaker or trainer, please contact me at: firstname.lastname@example.org