Design Your Business Around Your Customers

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Design Your Business Around Your Customers

Encourager-In-Chief: August 16th, 2017

Treat your customers like royalty.

I recently had a very negative experience flying Allegiant Airlines. Even though I was able to get to the airport on time and arrived six minutes before my flight was scheduled to depart, I was unable to board my plane. There it was, sitting right in front of me, but all the service attendant would say was, “I’m sorry, but the TSA will not allow us to open the door to the plane once it’s closed.”

I asked her what I thought was a logical question, “Then why did you lock the door before the plane was ready to take off if you knew you had passengers who hadn’t yet boarded?” After getting the runaround and some mediocre replies, I turned my attention to my next biggest problem: How was I supposed to get home now? The service attendant mentioned that they did have another plane flying to my destination on Thursday, but since this problem occurred on a Sunday, I decided to seek another solution.

I rented a car and drove to a nearby airport, which was much larger and had additional flights that day. Unfortunately, it cost me an additional $500 to fly on another airline in order to get back home. To add insult to injury, it took me 12 hours longer than it would have on my original flight in order to get home because of a layover in another airport.

Being an optimist, I assumed that the problem was with the local staff of Allegiant Airlines who were not empowered to solve what could have been a very simple problem. Imagine my surprise when, even after sending the president of Allegiant Airlines a 13-page chapter from an upcoming book on legendary customer service in which I explained the situation in great detail, I didn’t even get the courtesy of an acknowledgment.

One thing that has come clear from this experience is dissatisfaction creates opportunities for other competing businesses to gain customers. In my case, United Airlines gained me.

People will forget what you said and people will forget what you did, but they will never forget the way you made them feel.
- Maya Angelou

This excerpt is taken from my Managing the Process and the Outcome seminar.

Legendary Customer Service VI: Mastering The Process And The Outcome

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I encourage you to order my Become an Ultimate Service Provider audio program, which covers this topic in much greater detail.

Become an Ultimate Service Provider

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