Creating Your Own Customer Service Problems?

Air Canada recently changed flight 7925’s departure time from Charlotte to Toronto from 6:45 to 5:55. No big deal. You would think….

Except that in Charlotte, none of the departure boards at check-in nor in the terminal, have been changed to reflect the new time. Imagine this, you check in and are told the flight is on time, you enter security thinking your flight is on time and you head to the gate. At the gate, your flight is not listed so you check the departure screens ALL of which show 6:45 (the old time) so you assume your flight is late. Now this is an easy assumption to make and a non seasoned travelled might not even think to check with the desk. So you grab dinner….

I am sure that’s what 1/2 my flight did last night. I consider myself to be a savvy flier ( Ie I’ve had enough flying mishaps to know to double check everything at the gate) to ask, and was told that no, the flight was at 5:55 and that the boards hadn’t changed yet…since May 1st!

Unbelievably, they never made an announcement in the terminal about this miscommunication. So if you were in a restaurant, eating, and bemoning your late flight (that wasn’t so late)…you are now in a world of hurt. And so will the gate agent be, I suppose…when you unleash on them!

Talk about creating a customer service problem. UGH! When you chose not to act, knowing that there is a problem, you are encouraging customer complaints. Next time you are quiet about a known issue, hoping it will go away, or resolve itself if you don’t say anything (because let’s face it, that’s the true intent behind inaction) remember, you may just be creating more problems in the future.

Be upfront and honest about the problem to your customers. My writing partner Steven Gaffney and I say in Honesty Sells that being honest in sales is about telling the truth and about revealing ALL the information pertinent to the transaction. Often, we are dishonest with are customers because of what we chose NOT to say. In my experience, not telling customers something important (good news or bad news) generally makes them very, very mad.

Why do that on purpose?


One response to “Creating Your Own Customer Service Problems?

  1. If you live in certain parts of mid Canada, you know the summers are not very long. So summer comes and its time to plant flowers you would think the big box stores that put out their seasonal departments would have enough staff. Nothing more frustrating than trying to pick up your stuff and wait 30-45 minutes in the check out because someone thinks one check out is plenty.

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