I took the family with me on my recent trip to San Diego for a conference. We flew Southwest Airlines because they had a direct flight.
In all the times we’ve flown as a family, our baby boy has traveled on our laps. If you’re a parent, you’ll know this makes for a long trip. We could have purchased a ticket for our infant but since we’re trying to save a penny to take our chances with a lap child instead.
When we checked in for our flight this last time, we asked if the plane was full. It wasn’t. Would there be room for our child’s car seat? Absolutely. We were able to preboard the plane and find a row of seats and set up the car seat before the plane filled with people.
The subsequent flight was enjoyable because we were free of having to deal with our wiggly, ever-moving son on our laps for three hours! He was happy playing or sleeping in the car seat while we read or napped ourselves.
This was our best flying experience thus far as parents. The simple fact that we didn’t have to pay extra and could use a seat that would have been empty anyway made our day.
Unused Capacity
Your company will at some time have some overproduction, unused inventory, or day old bread. All of these opportunities give you the chance to be charitable and make a customer happy. You’ve already done the work. Your plane is flying to San Diego even if it has empty seats.
What should you do with your leftovers?
How can you give customers your product or provide bonus accommodations that are really no extra cost to you?
See what you have extra. Then see what you can give away.
Even little things will make a big difference to customers who are constantly ignored, beaten up, and otherwise herded like cattle in a world where good customer service is hard to find.
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fiend
March 23, 2006
Heheehhe kids in close quarters are a pain in the ass …. literaly ^_^ well every company priority is satisfing their customers, so if you have some overhead, it’s only logical to provide it as an free extra, if there is no major influence on income or costs, it’s all good…
Daniel Nicolas
March 23, 2006
commenter #1: Not every company priority is customer satisfaction, despite saying so, some companies actions lead us to conclude that they aren’t interested in satisfying us, but clearing our wallets and leaving us in the dust as they run away.
but SW Airlines is good, so i hear
Joe Rawlinson
March 23, 2006
Actions do speak louder than words. If a company touts a customer focus but doesn’t act the part, customers will soon realize the lie and go elsewhere.