Aug 3 2007 9:41AM | Permalink | Email this | Comments (0) |
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I just got back from a business trip and the experience has me thinking about communication and service, two important parts of any remodeler's business.

On my outbound flight, we were delayed about an hour because they couldn't find the pilot ... or at least that's the way it seemed. We were told. "The captain isn't here yet," but that was it. So those of us sitting in the back were left to wonder, is he not here yet because he got lost on the way to the airport ... because he got a flat tire ... because he's passed out in a bar somewhere? Let's face it: a lot of people are going to assume the worst.

Airlines are notorious for communicating poorly and leaving customers waiting. Simple communication would have made us all feel a lot better (well, unless he was in the bar.)

Compare that to the experience of renting a car. You get to the counter, maybe take a quick shuttle, they drop you off right at the car if you're a member of their loyalty program (rewarding repeat business). Problems are usually resolved quickly and you're off on your trip. That kind of service inspires customer loyalty. I always rent a car from Avis because they've always been good to me.

When I fly, I always choose the lowest price because everyone's service has been lousy. I'd gladly pay more for someone who treated me like a person. Which message are you sending your clients?