This is so amazing.
We all know the Pop Idol, American Idol, China Idol etc phenomenon all around the world. A huge extravaganza combining TV visibility and mobile phone voting as its interactivity. And you think they have milked this format for all its worth.
Think again.
Mike Landman blogs about his experience with Delta Airlines, and one of the most appalling cases of bad customer service ever blogged.
Flying in first class, Landman was sitting next to a passenger who got so drunk that he spilled red wine all over his seat, all over his iPod, and all over his $100 noise cancelling headphones. Delta continued to serve this passenger alcohol. When Landman explained to Delta what had happened and asked for a refund, the response from Delta’s Manager of Customer Service read like something from The Big Book of Exactly Wrong Customer Service (not an actual book...yet):
Mr. Landman, we can certainly appreciate your feelings and regret your disappointment. Since you completed your trip and the fare you paid is correct, we must respectfully decline your request for a refund.
As Landman replies:
I particularity like the fact that I completed the flight as justification that in fact it must not have been that bad. Apparently I was to do one of 2 things:
1. Jump out
2. Not return homeThen, apparently, my dissatisfaction would have been proven by my actions, not merely my words.
Delta continues:
However, in the interest of your goodwill, we will mail our Transportation Credit for $250.00. The voucher is valid for one year from the date of issue, and can be used toward the purchase of a future Delta ticket...
In other words, “Our airline gave you the worst travelling experience of your life. Please come back for more!”
You, like me, may not agree with some of the opinions expressed on the Benetton blog - a blog sponsored by the Italian clothing company - but, as David Weinberger says, it’s a great example of marketing by not marketing.
I had the good fortune to meet media wonk - with credentials - Jeff Jarvis this week in London, after three years of knowing him through our respective blogs. Back in New York, Jeff reviews the new budget, all-first-class airline Eos.
Here’s the best analysis: My biggest — my only real — complaint on the way over was the pillow. It was some Nazipedic nightmare — you vill sleep zhis vay — and I felt quite churlish whining about it, but I did say in the comment card that I wanted a softer pillow. On the flight back, I gave the pillow a squeeze and it was like a cloud. The stewardess heard my reaction and said that oh, yes, they’d listened to customers’ suggestions and were replacing the pillows. Now that’s the ticket.
...A friend who took the airline said more than once that it’s better than taking a corporate jet. I agree, for the few times I ever took corporate jets I had to work the whole time and be nice to bosses. Here, you’re the boss.
How many of the companies you spend money with make you feel as if, with them, you’re the boss?
Journalist and former accountant Dennis Howlett, a seasoned tech and business advisor, has started a new resource for small/start-up businesses. The resource will be in the form of a wiki, and will cover all of the basics, and beyond, for new companies.
I will certainly be contributing in any way that I can to this initiative, and encourage anyone with expertise in any area of business - HR, legal, marketing, finance, IT, office management...anything - to get involved. This is a UK-centric resource, but there is much advice which will apply universally. Entrepreneurial life is one that many people think they can only dream of; those who know better will benefit, too, from showing them otherwise.