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]

Five ways to spot awful customer service

by Tom Johansmeyer on

When I think I might have problems with patience, my wife is always happy to confirm it for me. Since I hate to wait in line, expect employees to know what they are doing and always be having a good day (at least as far as I can see), my standards are sometimes ridiculously high – and my moods similarly foul. Unfortunately, this sometimes leads to a bit of mercy. Sometimes, in a fit of sanity, I realize that I may be overreacting. When this happens, I usually give an inept service provider a pass.

So, how can you tell? You don’t want to be unreasonable with gate agents, concierges and taxi drivers, but you also shouldn’t have to be a pushover. When is it okay to leave a shitty tip? When should you stand up for yourself when a driver doesn’t arrive at your door on time? It can be harder than you think to navigate these areas of travel ethics. So, after the jump, take a look at 10 ways to spot genuinely awful customer service. Even if you are more patient than I am, these are of a caliber that will guarantee you’re not out of your mind for being pissed.

1. You are greeted with some variation of “not my fault”
This one is in the top spot for a reason. There is nothing worse than having a driver, flight attendant or any other travel industry employee use those three words. Why? There very utterance implies that there is a problem. Would someone give you a comp’ed spa treatment and say, “Not my fault?” Of course not! Further, the phrase actually puts you on the defensive. You’re mad because you didn’t get what you expected, and the service provider is telling you that what you feel is inappropriate.

Remember: when you pay for a service or item, you are entitled to what you paid for. There’s no way around this. If there is any deviation from that standard, the company you are paying should be singularly focused on making it right – even if the person who is stuck with that burden didn’t play a direct role in creating the problem.

I know that sometimes the person who receives your anger may not deserve it. In the case of my customer service disaster with Carmel Limo over the summer, the driver probably got screwed up by a dispatch department that wasn’t paying attention to detail. But, he needed to remember that he’s in the customer service business. If he had accepted my attitude and tried to make the experience better, Carmel would still have my business … and he would have had a fantastic tip. Instead, both lost.

2. You are told to be happy with what you get
When an airline “comforts” you over a delay by saying, “It could be worse,” or some form of that, you have every right to be angry. When a hotel employee tells you that you should be happy to have a room at all – even if it doesn’t meet your standards – because the hotel is booked or for any other reason, you should be alarmed about the service you’ll receive for the rest of your stay. And, when you are told to live with whatever problems you face in the service for which you have paid, you’re getting screwed.

Any deficiency should be met with a remedy. Ideally, this would entail fixing the problem (e.g., moving you to a room with hot water, to choose a particularly painful example). If that’s not possible, related measures to make your experience better in other ways (from free stuff to upgrades) should be brought to the table.

The more remote the remedy is from the problem, the bigger the incentive should be. I remember staying at a small mid-town Manhattan hotel back in 2003 (can’t remember the name – I stayed in close to 20 in a period of six months). I was only there for a night, and that morning, there was no hot water. None. And, I had to spend most of the day in meetings. Since I booked the room through Hotels.com, the manager said she couldn’t refund me. To make the situation right, all she would say is, “I’ll make it very ‘comfortable’ for you next time you stay.” Did she mean a lower rate? A free night? Two? I have no idea. After persevering 30 seconds in a cold shower before giving up, I didn’t care.

3. You’re not the only one to complain
If you complain to the service provider and hear, “Several of our guests have brought that to our attention, we’re working on it,” be patient. It may be a big problem that requires time and people to address. Yet, as time passes and the number of complainants increases, you’re dealing with a situation that’s unlikely to involve a swift resolution. The longer you wait, the greater the effort the provider should make to appease you. Also, they should do something to make you as comfortable as possible in the interim. If this isn’t happening, you’re getting shafted.

Airlines are the most egregious violators of this rule – and usually combine it with the first point, above. They will tell you that you’re not alone, do nothing to make the experience more comfortable for you and then claim it isn’t their fault. Of course, these companies will tell you that they’d love to help, but airline economics are such that they just can’t afford to. What does this mean? Well, read between the lines: it is a conscious commitment to lousy customer service.

4. You get attitude
Regardless of how big an asshole you may become, there is no reason for a hotel, airline or other travel employee to get visibly irritated or angry with you unless you go too far – which includes physical threats, excessive use of profanity or a voice loud enough to imply a physical threat. If you are in a bad mood, ask firm questions and demand straight answers, you aren’t doing anything wrong. The only appropriate demeanor on the other side of the counter should be to smile and be helpful.

Now, the travel industry folks will claim that the rest of us don’t know how hard it can be. But, I’m pretty sure that the average accountant, attorney, consultant or investment banker – along with many, many other professions – has had to cope with an upset client. The abuse that these guys receive can be incredible, and they sit down, shut up and take it … because of the fees involved, probably. I’ve been there, and most of the people I worked with in my consulting days have been there. When you have an upset (or irate) client, you have to assume that the situation is your fault – even when it isn’t. If your travel-related service provider doesn’t share this belief, you’re right to get angry.

5. Excuses, excuses
When you are given reasons for a particular turn of events but no remedy, you are certain not to be satisfied. Shit happens, as we all know, and it’s incumbent upon every human being to find a way to life with it. Yet, when a situation does go south, the provider should start to find ways to fix the situation. A problem with a reason but no resolution is an excuse. A problem with a reason and a remedy – or at least a way to minimize the pain – builds customer loyalty for a lifetime.

British Airways computer glitch posts super low cost flights to India

by Katie Hammel on

Late Friday night, an alert went out on Twitter. Fares to Mumbai, India, from locations all over the US were being offered at rock bottom prices on British Airways. Flights from Chicago to Mumbai were just $550 per person.

I quickly logged on to Orbitz, selected my dates, and clicked purchase. I received an email from Orbitz confirming my purchase and then got to work planning the trip. My husband was out with friends and had left his cell phone at home, so I was hoping he’d come home just tipsy enough to not mind that I’d just bought $1100 worth of plane tickets without discussing it with him first. Besides, he is accustomed to me buying plane tickets on a whim, just because they are on sale.

Luckily, he was just as excited as I was….until Saturday morning, when I received an email from Orbitz saying that due to “limited quantities”, our order could not be fulfilled. As it turns out, it’s because the fare never should have existed. Someone at BA obviously messed up (how’d you like to be that person come Monday morning?) and entered the wrong number. The fare should have been more like $1550 per person. The fat finger fare was corrected, but not before several people, myself included, had bought tickets at the faulty price.

Word on the web is that tickets bought before the error was discovered will be honored, if they were purchased on British Airways. So far it seems that those of us who used Orbitz will be out of luck. Christopher Elliott posted the story on his blog, along with a response from the company. They say British Airways didn’t honor the purchases made with Orbitz ,so people who tried to book that way will not receive tickets.

This isn’t the first time a technical error has crushed some budget traveler’s dreams. In February, Northwest refused to honor $0 fares that were “purchased” online in error. So next time you see a fare that seems to good to be true, watch out. It might not be.

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Air France knows how to treat customers right: Tips for other airlines

by Jamie Rhein on

There’s plenty to kvetch about when it comes to flying. Every time I book a flight, I continue to look at the arrival and departure times as merely suggestions–a rough idea. I plan to be late. I plan for problems. In generally, I am pleasantly surprised and achieve a warm glowing feeling when flights land on time. In all the times I’ve flown, I’ve never lost baggage. Baggage has never been my gripe.

In general, my horror tales of flights that have gone awry are few. The ones I do have remind me about how I like to be treated. This summer’s trip on Air France from Venice to Detroit via Paris reminded me of what an airline should do to keep passengers pleased and coming back when problems occur. If what I experienced is any indication of how Air France usually treats customers, I’d say the airline’s customer service is one area where the airline works well–even when the airplanes have issues.

If other airlines consistently followed these tips I noted, flying would be more pleasant for everyone, including the staff.

Tip 1: Go above and beyond whenever possible: Although, the customer service person for Air France was not able to switch my 16-year-old daughter’s flight from KLM to Air France so that she could be on the same flight with my 7-year-old-son and me, the agent offered to check my daughter in on the KLM flight as she helped me navigate Air France’s check-in system.

The agent’s extra effort helped make all of us feel less anxious about my daughter’s first foray into flying by herself, particularly since her connecting flight was through Amsterdam. Because of the agent’s extra effort, my daughter, son and I were able to enjoy a leisurely breakfast, a smooth transition through security, and time to find my daughter’s gate before my son and I took off. Good for you, Air France.

Tip 2: Tell passengers right away if there is a problem with the plane and what will happen next: As our flight was to board, a mechanical problem with the plane was discovered. Air France announced over the Charles de Gaulle International Airport’s speaker system that boarding was being halted due to an aircraft issue and that we would find out more details as possible. In the meantime, we would be taken care of. We were also told that seat assignments would stay the same and that we would probably be changing gates. We were to stay at the gate where we were because that is where information would be given to us.

This set the tone that even though we would be delayed, the problem would be rectified as quickly as possible. It also gave us a job to do. Stay tuned for more information and stay where we are.

Tip 3: When there’s a problem, make amends with food. Once it was determined we’d be at the airport longer than expected, Air France gave all passengers a choice of one of three or four types of sandwiches and a choice of a can of soda or a bottle of water. The food was brought to us.

Tip 4: Give out phone cards if needed. One of the Air France agents gave me a phone card so I could call my husband so he could call my daughter when she landed in Detroit to tell her not wait for us. We were to meet up in Detroit to fly to Columbus on the same Delta flight. Originally, my son and I would have arrived in Detroit before her and had planned to wait for her at her gate. I was concerned that my daughter wouldn’t know what to do next and miss the Delta flight herself.

Because my concern was taken seriously, I was able to relax for the rest of the trip.

Tip 5: If the passenger is having problems using the phone card, help. Gladly. When using a phone in France, the recorded messages are in French. The phone call I tried to make to my husband wouldn’t go through. Because I couldn’t understand the message, I had no idea why not. An agent stepped from behind the desk, went to the pay phone with me, tried to use the card, found out what the message said and helped me rectify the problem which required finding out another access number. It’s complicated. The point is, the agent offered help and didn’t let me become more frustrated. Eventually, I was able to make the call I needed.

Tip 6: When the in-flight entertainment stops working properly mid-flight, apologize and do your best: The in-flight entertainment stopped working when I was in the middle of watching “I Love You Man.” There was an announcement that the crew was aware that the in-flight entertainment system had stopped working and that they were trying to fix it. In the meantime, we should please be patient. Part of the extensive system was fixed in a few minutes. The entire system was fixed in about 20.

Tip 7: Offer food that’s more than just palatable. The meals were terrific. There’s not much else to say about this tip. We all know good food when we see it and taste it. Rich Moffit who snapped the food picture echoed my sentiment with his photo labeled: “This is why you fly Air France.”

Tip 8: At the end of the flight, thank passengers for the flight and again apologize for the problems along the way: When we landed, the pilot again apologized for the delay and thanked us for our understanding. The smiling flight attendants did the same.

I smiled back and said, “Thank you for your efforts to get us here safely and for making the flight pleasant.”

**My daughter’s solo flight went swimmingly well. She did receive the phone call from her dad and knew just what to do. Thanks, Air France.

Need help? If you’re flying Delta, look for the red coats.

by Jamie Rhein on

As much as I’m displeased about Delta’s new policy to charge $5 more for bags checked at the airport , I do have to say I was pleased with how friendly the gate people were on each leg of our flights to New Mexico and back this month.

I think the people I came across are naturally pleasant, but Delta is making extra efforts to ensure passengers feel as if they can get great service from a real person. The airlines have brought the Red Coats back. Red Coats are the customer service personnel of Delta’s yesteryear who are not tied behind a counter but are accessible to passengers in need. They walk around Delta’s service areas to offer assistance. Delta cut those positions years ago, but has decided that having people trained to be extra friendly and on hand may smooth over travel woes and keep customers flying Delta.

The people wearing Delta’s red coats have the ability to rebook tickets, hand out hotel vouchers and any other task that may make travel easier on the passenger. If it’s easier on passengers, it’s easier on everyone.

Delta has moved up a few notches in my book, not that the airline is keeping track of what I think, but having personnel available to smooth over upset is good for business in my opinion. For now, it sounds like the Red Coats are only at major airports. [USA Today]