Travel professionals: stop going the extra mile

by Tom Johansmeyer on

It sounds counterintuitive, right? Normally, customers expect that extra effort, and we complain constantly that we don’t get it enough. What we sometimes don’t understand, though, is that the extra effort is at the root of many of the customer service problems we encounter. Going the extra mile at the wrong time can be a disaster.

I remember a case presented at a conference I attended back in 1999 (yeah, it made an impression), when I was a consultant in the hotel industry. Some customer service guru was teaching us how to better serve our clients – which was pretty important, since our clients, the hotels, were in the service business. She discussed with us a bank teller who spent extra time with a customer – going that extra mile” – even though there was a long line waiting. The guru couldn’t summon enough praise for this teller. Even though everybody else was waiting, this teller put forth more than was necessary to make a customer happy.

Almost as soon as the story was over, people in different parts of the audience barked almost in unison, “What about everyone else?” The service aficionado spent several minutes ducking and dodging as a growing number of attendees hurled the lines of “I’d be pissed,” “That’s not good service!” and “Do you really believe that stuff?” She eventually recovered and finished her session, but the discussion at the bar that night was all about whether to please the one at the expense of the many.

Just about everyone has seen this problem from the three perspectives involved. I know I’ve had to serve the idiot, wait in line behind the idiot … and, of course, been the idiot. The last time I was the cause, I inadvertently looked over my shoulder and noticed the line behind me. Immediately, it dawned on me. The person helping me – because of my stupidity – was screwing everybody else.

That’s what prompted me to dig into this issue. I realized that, on occasion, going the extra mile for one customer can alienate many others.

If you’re on the service side of the desk, instead of rushing to help, consider the following criteria before committing plenty of time:

1. Is the problem legitimate?
If the customer/passenger has been wronged somehow, do everything it takes to fix the problem. If this isn’t the case, go to #2.

2. Can the situation reasonably be resolved?
A problem with no solution isn’t worth everyone else’s time. At some point, the madness has to stop.

3. What was the customer’s role in all this?
Is this a situation of the customer’s own creation (e.g., late for a flight)? If so, take this into account. Personal responsibility should be considered.

Speaking of personal responsibility, we have some obligations as customers, too.

1. Admit when you screw up
Don’t try to shift the blame and extract the best outcome reasonably possible. Confess, make it as easy and fast as possible to remedy the problem (that you created) and accept whatever alternative can be supplied.

2. Know when it’s time to quit
Don’t push for the answer you want when it’s clear you won’t get it. When defeat is obvious, move on.

3. Use other resources
Complaining at the airport, for example, is a waste of time after a while. Instead, call customer service, write a letter to the CEO (they are read) or turn to social media. Facebook, Twitter and blogs can be great ways to spread the word. Many companies monitor these environments, and the good ones will respond quickly (props to OGIO and Babies “R” Us).

We all love the thought of doing everything possible to help a customer, but sometimes, it just doesn’t make sense. “Reasonable” can do a lot to keep the lines moving and make everyone much, much happier. The best customer service, from time to time, is as little as possible.

[Photo by Larry Myers via Flickr]

Husband and wife team steals 1,000 bags

by Tom Johansmeyer on

If you were to steal 1,000 pieces of luggage, where would you keep it all? Wherever they shoved the bags, Keith Wilson King and Stacy Lynne Legg-King saw the police pull them out of their house one-by-one and stack them in the yard. The duo had been pinching luggage from the baggage carousels at the Phoenix airport, amassing an impressive collection of stolen goods … so big the police couldn’t provide an exact number.

Phoenix Detective James Holiday called what the Kings did “a livelihood,” rather than the pieces of luggage picked up a bit at a time or only as a one-shot deal.

Keith King was originally arrested three weeks ago for misdemeanor theft. The police kept an eye on him, though. When he went back to the airport again, the police followed him home (on Monday). The next day, they searched the King home and found many, many more. Both King and his wife were arrested, with the latter also picked up on charges of tampering with evidence.

The moral of the story? Be careful what you check!

[Photo by sun dazed via Flickr]

Five reasons why I love Korea’s Incheon International Airport

by Catherine Bodry on

This long layover is my third at Incheon International Airport, and I couldn’t be happier about it. On my first trip, I emerged bleary-eyed after a 10-hour flight, desperate for a bathroom and bottle of water. Wandering through the sleek white halls, I spotted a sign with an arrow and the words “Rest and Relaxation.” I followed the arrow upstairs to an area with a spa, internet cafe, transit hotel, and several dining options. I was a smitten kitten.

If you’re passing through South Korea on your way to other parts of Asia, consider choosing a flight that passes through Incheon. It truly is a great airport, and here are five reasons why:

1. Rest and Relaxation areas. What more could you want on a layover? Leather cots and lounge chairs make sacking out pleasurable (I’m usually that hobo passed out on a sarong by my gate), and they’re in a quiet area with no TV noise.

2. Free Internet. And not just free wi-fi, though there’s that (I’m using it right now). There’s actually an Internet cafe area, with about a half dozen desktops for folks to use – for free. A sign politely asks users to limit their usage to 30 minutes if there is a wait.

3. Self-cleaning toilets. Not only are the toilet seats in a constant state of pristine thanks to some rotating plastic covers, but there are shelves inside the stalls to put your purse and whatnot. I can’t count the times I’ve entered a stall with no hook and had to either wear all my stuff while trying to hover over a dirty seat, or else place it on the equally nasty floor.4. Art and culture displays. Korean art is showcased throughout the facility, but there are also areas that are set up like miniature museums. They’re great to wander through, and do a good job of enticing me to actually leave the airport someday and visit South Korea.

5. Transit hotel and showers. Since I’m always on a tight budget and the leather cots are perfectly functional, I’ve never actually paid for a room at the transit hotel. Still, it’s there if you need it. I’ve been more tempted by the showers. They’re located in the spa in the Rest and Relaxation area, right next to the spotless restrooms and across from the free Internet cafe.

Plan your airport layover with T+L’s Airport Navigator

by Katie Hammel on

I hate airports. I hate sitting around and waiting, and I hate being unable to escape the thought that soon my plane will be the one zooming down the runway and lifting off into the sky. So rather than arrive early to the airport and allow myself time to get anxious about flying, I prefer to arrive at the last possible second, so that as I run through security and down the terminal, I don’t have time to think about my fears.

Unfortunately, sometimes I have an unavoidable mid-length layover at an airport – one that’s too short for me to go out and explore the city and too long for me to just sit at the gate and wait for my next flight. At those times, I need to find something to do to keep my mind occupied. Often, this means that I end up wandering the unfamiliar airport for about an hour in search of something good to eat, before giving up and buying the next thing I see – usually an uninspired sandwich or a bag of chips.

Next time, I’ll check Travel and Leisure’s Airport Navigator for tips on my airport before I go. For each of 20 airports, T+L has put together a list of places to eat and drink, shop, things to see and do, and places to relax. They’ve covered several major hubs in Europe – London, Madrid, Rome, Paris, and Amsterdam among them – plus major Asian airports like Hong Kong, Beijing and Tokyo. They’ll give you the scoop on Sydney, Cairo, Dubai, Johannesburg, Buenos Aires and Mexico City, along with info on Vancouver and Toronto in Canada, but coverage in the US is non-existent.

Along with listings of each airport attraction, the guide offers reviews, websites, hours and price ranges.

Poll: Have you ever passed up the cheapest airfare to avoid a bad airline?

by Aaron Hotfelder on

People love to complain about the dismal state of air travel these days. Whether it’s the stomach-churning airline food (and there’s so little of it!), the complete lack of leg room, or the fact that your luggage was for some reason routed through Honolulu, we’ve come to expect some pretty poor service from quite a few airlines these days.

In any other industry, customers register their indignation by refusing to spend money at the offending establishment. Found a finger in your Caesar’s Salad? You’re probably never visiting that restaurant again. Tired of your cable cutting out in the middle of House? You just might cancel that company’s service and call up their competitor (who’ll probably even throw in a year of Starz at no extra charge!)

But with airlines, we’re like the pathetic girlfriend who’s been cheated on five times but still believes her boyfriend when he says, “Seriously, this time will be different! I’ve changed!” The worst airlines stay in business because by and large people are willing to put up with crummy service if it means they get a cheap flight.

I mean, imagine you’ve just done a search on Kayak for a flight from San Diego to Boston departing on November 4 and returning on the 15th. The lowest fare shows up as $228, but it’s with an airline that’s burned you in the past. (Let’s call them Cut-Rate Airlines.) This is an airline that’s arrived to its destination late almost half the time you’ve flown with them. They’ve lost your bags twice, and both times they shipped them to you two days later. Their food stinks and the flight attendants have never been especially pleasant either.

Fortunately, there’s an almost identical flight aboard Pleasant Air, a carrier you’ve flown with a dozen times without any problems. But that flight costs $288, sixty dollars more than the flight on Cut-Rate. So what do you do?

I’m interested in this question because as much as people love to complain about airlines, especially those incompetent bastards at [insert bad airline here], I usually find that people prefer the lowest airfare to paying more to fly with an airline with better service.

So, Gadling readers, am I wrong? Can airlines continue to treat their passengers like crap as long as they offer low fares? Make your voice heard in the poll below– or in the Comments.