I love testing new products and services but on the whole I am pretty loyal. So I stick with the brands I love while also dabbling in alternatives. Flying is one of the most interesting and controversial tests of loyalty.
Everyone has an opinion about which airline is best and everyone - especially business travelers - will tell you their opinion. In great detail. When you are traveling long-haul for business it's often the little details that add up to a big impact. And it's often the little things that can overcome a big thing too.
As someone who travels to New Zealand frequently I have status on Air New Zealand and they treat me well. When it comes to US travel the ballgame changes dramatically as I have never managed to stick with one airline.
I’m always searching. United was the obvious choice - they are a Star Alliance partner of Air New Zealand, but they always ended up making that so much harder than it needed to be. So I started trying other airlines. I like JetBlue and American is starting to do some great things - so I mostly fly with them.
But my curiosity got the better of me and I recently tested Alaska Airlines. I clearly got unlucky after a mechanical issue left me with a 6.5 hour delay, I get it - it happens. It wasn't so much the big delay, it was all the little things they got entirely wrong in the process. A little pebble in your shoes can quickly cause a big blister.
I prefer to treat things with positivity so I sent them a very detailed response to their customer survey. I told them about the little things. I mistakenly thought they might actually want to hear from their customers when they asked for our opinion.
Silly me.
You know my perspective - every problem is an opportunity in disguise. If I ever have an issue with Air New Zealand, they always work through it and come up with a solution. The problems become an opportunity for them to improve their service and frankly to enhance my trust in them.
The same goes for any issue you encounter. Whether the customer has status or doesn’t - you have a chance when something goes wrong to make it right and deepen your relationship with that person or organization. Yes, take care of your good customers but take equal care of your smaller customers.
Little customers can become big customers just like little problems can become big problems. Why limit yourself?
And your customer might be your boss, your landlord or even your kid. When something goes wrong, you have an opportunity to own that issue and use the failure as a way to deepen your relationship.
The companies, and the people, that will win in the future will be those that care. Those that take the time to understand the human experience and cater their product or service to human needs. Customer service should be at the centre of all you do.