From the Customer’s Perspective
I’ve spent the last couple of days in an intermittent dispute with Delta airlines Sky Magazine where I had purchased some advertising space in their December issue for my “Dog Poop Initiative” book. Then on a couple of flights late last week I was dismayed to find November’s issues still in the seat pockets. Where is the magazine I Paid to be in?” I asked, “and why isn’t it on these planes yet?”
It’s been frustrating for a lot of reasons, but primarily it seems to come down to this.
They don’t seem to have the ability or willingness to view the situation from the customer’s perspective. Every response is filled with organizational explanations of how distribution works, or how that is a commuter flight, or a website policy, or “we don’t interface with the crown rooms.” It’s not us it’s them. To me, the customer it’s DELTA! I see them as one company, one entity, one brand. The sad fact is that they have so many of their own people who don’t share that view.
If we allow ourselves to get too caught up in our own little world of work and not keep in mind our connectedness and relationship with the rest of our enterprise….we will almost without fail be unable to provide the level of service to our customers, co-workers, and community that we are capable of.
In short this myopic view inhibits the realization of our organizational potential to truly impact the world.
So in the process of working to help Delta, a brand I love, come to this realization, I just can’t fire them. Instead, I find myself on the phone and e-mails trying to inspire and enlighten them. Heck, I should send them an invoice…other people pay me for this kind of training 
Here are some of the quotes I shared with them today.
Being on par in terms of price and quality only gets you into the game. Service wins the game. ~TONY ALESSANDRA
Our greatest asset is the customer! Treat each customer as if they are the only one!
LAURICE LEITAO
People expect good service but few are willing to give it. ~ ROBERT GATELY
Well done is better than well said. ~ BENJAMIN FRANKLIN
To my customer.
I may not have the answer, but I’ll find it.
I may not have the time, but I’ll make it.
UNKNOWN
Here is a simple but powerful rule - always give people more than what they expect to get. ~ NELSON BOSWELL
In business you get what you want by giving other people what they want.
ALICE MACDOUGALL
You’ll never have a product or price advantage again.
They can be easily duplicated, but a strong customer service culture can’t be copied.
JERRY FRITZ
Although your customers won’t love you if you give bad service, your competitors will.
KATE ZABRISKIE
If you make customers unhappy in the physical world, they might each tell 6 friends.
If you make customers unhappy on the Internet, they can each tell 6,000 friends.
JEFF BEZOS
Customers don’t expect you to be perfect.
They do expect you to fix things when they go wrong.
DONALD PORTER
December 11th, 2007 at 5:26 pm
Isn’t it amazing… all too common in today’s world. Incredible when you’ve actually paid them for the service too. The way you are being treated sounds as if they have given you some sort of free offer, like some charity case that you are pleading for them to follow through on. Not a paying customer whose business relies on their response.
I guess the only good news is that with such great examples of what not to do in business in the world today, it’s very easy to learn how to do well in business - just don’t do the sorts of things that are illustrated in your experience here and you will build a massive empire as people will flock to you.
Thanks for that ripper collection of quotes - my only problem now is that my list of favourites is likely to double as I don’t think there is a single one in that list that isn’t a new favourite! They will soon be joining the others on the walls of my office.
Looks like they could benefit from a copy of “No Excuse” - it’s a gem. Here’s a link - hope it’s ok to link to a book from here? Of course feel free to delete if not. Their behaviour just reminded me of this book.
http://www.amazon.com/Principles-Balancing-Achieving-Personal-Development/dp/0938716220/sr=11-1/qid=1167022441/ref=sr_11_1/103-1011351-4410251
cheers,
Daniel
December 11th, 2007 at 5:27 pm
I couldn’t agree more with your T4D - customer service and support seem to be the elusive dream for most large companies. Unfortunately, I think most of the large companies have the ability within their teams to provide Exellence service - the teams lack the motivation and leadership to be successful! I hope Delta benefits from your inspiration. Deb
December 11th, 2007 at 6:26 pm
I hope Delta gets their poop together - you’ve certainly inspired me to get mine together!
Meanwhile, look at it this way - the December issue will probably be in the seat pockets from mid-December to mid-January. It’s still a month, it’s just an offset month. And since people will be reading your ad in January, you may score some New Year’s Resolution sales!
Andrew DeBoer
December 11th, 2007 at 6:27 pm
Great thoughts on customer service Kirk! We are in the aftermath of a merger of two large local banking companies and great customer service is a constant goal as we move through the issues that arise. It’s hard for our associates to keep their chins up sometimes as customers hammer on things that have changed or will change going forward. I think our people do exceptionally well at trying to resolve problems and address issues, but it is very good to be reminded that the results can be very negative if we don’t take good care of those folks that give us a reason for being at work every day…
Happy Holidays,
Teresa
December 11th, 2007 at 6:29 pm
Had to share my story of the best customer service I ever had.
I subscribe to an online DVD rental club (Netflix). In a bleary eyed morning after turning 40, I put one of my kids DVD’s into a Netflix return envelope. I sent it back instead of the Netflix DVD. So, I emailed their customer service. I had very low expectations of getting the DVD back. They process millions of DVD’s everyday. They emailed me back and asked for a description. A few days after I responded, I got the email back that I had dreaded. Basically, it stated that because the DVD was a title that they also carried and the volume of DVD’s, they could not locate my lost DVD. Here is the kicker. They said that they would refund $20.00 so I could go out and buy a NEW DVD! And, they did it!
I have to say I almost wept at that point. This was a company that has thousands of customers, no physical stores and is growing rapidly. They did something that I think went beyond customer service. They have locked me in as a customer for life. Your experience with Delta reminded me of what good Customer Service is. In the world of the internet, where I am a faceless IP address, Netflix made me feel like the only customer they had.
Take care. Enjoy the holidays. I know you can make Delta into a Super Duper Pooper Scooper!
Tony Schwieterman
Instructional Designer
December 11th, 2007 at 7:03 pm
Way to go, Kirk! I love how you’re taking the positive, proactive approach to this dilemma. It’s easy to complain when we don’t get the service we expect, but it’s a whole other thing to want to influence and inspire our tormentors. It actually speaks volumes about Delta’s ability to earn your relationship over the years: you now value that relationship to the point that you, the customer, are willing to work to maintain it. We would all be blessed if all of our customers were like you!
Truth is they’re not, and it only takes a few moments of inattention or blame-gaming to send them running to the competition. When everyone in an organization truly understands that, we’ll be a lot more careful about how we choose our words! (”We don’t interface with the crown room”?? What does that mean?? “The King doesn’t care about your problems”?)
I’m also with a regional bank that just went through a merger (Teresa, do I know you?) and it’s more critical then ever that we get this right. Thanks for beating this drum, Kirk!
December 12th, 2007 at 12:24 pm
Kirk,
I, too, am a recently frustrated receiver of poor customer service. And I, too, have been willing to give my poor customer service givers the benefit of the doubt. I’m afraid I’m now beyond that point. Here’s my tragic story.
This summer my husband and I decided to trade vehicles. I ended up with a little black BMW that doesn’t hold hubby’s golf clubs. All was well until I anticipated another slick Michigan winter. So, being the contemporary gal that I am, I made the decision to trade my sweet ride for a reliable American-made Saturn SUV. In the four months that I’ve owned my brand new vehicle, it has been in the local Saturn Service Department about as much as it has been in my own garage. Master Cylinders, Catalytic Converters, Oxygen Sensors…I’ve learned a new language! This vehicle is such a lemon…I could fill it with ice, roll down the windows, and set up a lemonade stand!
But the problems with the vehicle aren’t a concern to me. It really should be a simple matter. It’s a defective vehicle. It happens. I don’t blame anyone, and I know Saturn doesn’t normally sell bad cars. The Service Person here at the dealership has been such a blessing. His customer service has been so outstanding that I’ve added him to my Christmas Card list. However, my interactions with the Saturn Customer Care Center have been disasterous. The individuals I’ve spoken to are angry with me before they answer the phone. I thought when I was assigned a Case Worker I’d be cared for and respected. I thought my case worker would be my advocate. Oh I was so wrong! My case worker read from a script and would not address any of my questions. In her words, “It is our responsibility, first and foremost, to repair the vehicle. Once we deem the vehicle repaired, we will be willing to discuss what, if anything, we will do to compensate for your inconvenience. However, Saturn NEVER pays for a customer’s time or mileage to and from the dealership.” I can quote this because I’ve heard this over and over and over again!
As it stands today, my case worker is no longer employeed by Saturn. Her area manager is now my case worker. Oddly, she uses the very same verbiage with me. I have contacted the owner of the dealership, no return phone call. I have contacted the general manager of the dealership THREE times and left detailed messages about what has gone on…no return phone call. (And now that it’s all hitting the fan this week, he claims he’s never heard of the problems!) My sales person hasn’t called to check on me. The Operations Director called once and said he’d be back in touch the next day. That was a week ago. Hello?? Today I sit and wait for a Financial Coordinator to review my case and contact me regarding buying back the vehicle they acknowledge is a lemon. I have already been warned by someone in the Saturn Re-Purchasing Group that I shoudn’t even think about getting all of my money back.
The odd thing is that NO ONE at the Saturn Corporation has acknowledged the inconvenience I’ve suffered from this experience. In fact, no one has asked that I remain a Saturn customer. Even when I say that I’d like to replace my Lemon with an identical vehicle, no one bites. Do you know what they say? They tell me once they’ve re-purchased my vehcile, I’m free to go to another dealership!
As a contact center manager, I’ve been nothing but kind and understanding of the people I’ve been forced to deal with. I know their job, their limitations, and that I’m one of thousands of calls. I’m also a fiercely loyal customer who would prefer to drive a Saturn SUV even after all I’ve been through. But, I’m done. I went across the street to a different dealership and I have a new vehicle on hold.
The moral of my story: When Saturn gives you lemons, don’t bother to try to make lemonade!
Thanks for giving me a place to vent! I really appreciate your T4D!
Amy
December 12th, 2007 at 4:48 pm
Kirk,
Just found this on CNN and thought it ironic. Perhaps while inspiring Delta to provide better customer service, you could remind them that they have already solved their problem internally, they just need to change the subject:
http://www.cnn.com/2007/TRAVEL/12/12/air.etiquette.ap/index.html
(For those who don’t want to/can’t open it, it’s about a series of snippets Delta is doing for it’s customers about plane etiquette.)
Oh, and Kirk, when you’re done, could you move on to American Airlines? Oh the story I could tell about my one-and-only experience with them, which has caused me to cross them off the “getting my hard earned money” list.
Thanks for all you do!