Blogger friend Marcia Clarke posted the following on her blog…Marcia Clarke-La Chica Writes at http://www.chicawrites.com
Having worked at TWA for several years, and in retailing and health insurance before that, I’ve become a stickler for great customer service. I’ve handled more complaints than I can recall AND done my fair share of complaining too. Never have I encountered the use of, or thought to use, reverse psychology, i.e….lavishing compliments that literally drip with sarcasm.
I tip my hat to writer Arthur Hicks…complainer par excellence!!! And to Richard Branson of Virgin Atlantic fame, for bringing this to our attention. And, of course, to Marcia for having re-blogged it.
Having once received what many regard as the world’s best complaint letter, I was tickled to see another brilliant note to a different airline.I phoned the customer who wrote the above note to apologise and thank him for his letter after he experienced a less than perfect culinary experience on board one of our planes. It is important to take customer feedback on board in order to improve – and also to be able to laugh at yourself.
With that in mind, here is an open letter to Caribbean airline LIAT, written by Arthur Hicks, who also happens to be a great tennis pro.
May I say how considerate it is of you to enable your passengers such an in-depth and thorough tour of the Caribbean.
Most other airlines I have travelled on would simply wish to take me from point A to B in rather a hurry. I was intrigued that we were allowed to stop at not a lowly one or two but a magnificent six airports yesterday. And who wants to fly on the same airplane the entire time? We got to change and refuel every step of the way!
I particularly enjoyed sampling the security scanners at each and every airport. I find it preposterous that people imagine them all to be the same. And as for being patted down by a variety of islanders, well, I feel as if I’ve been hugged by most of the Caribbean already.
I also found it unique that this was all done on “island time,” because I do like to have time to absorb the atmosphere of the various departure lounges. As for our arrival, well, who wants to have to take a ferry at the end of all that flying anyway? I’m glad the boat was long gone by the time we arrived into Tortola last night — and that all those noisy bars and restaurants were closed.
So thank you, LIAT. I now truly understand why you are “The Caribbean Airline.”
P.S. Keep the bag. I never liked it anyway.
As a colleague said: “I guess this is why LIAT is reputed to stand for Languishing In Airport Terminals!”
But seriously, making customer service key to your company will keep your employees motivated and your customers happy. This in turn ensures enduring loyalty, business success and a better experience for everyone.
By Richard Branson. Founder of Virgin Group
…some folks get it…so many more don’t…