Every summer we pack up the pets and relocate to our home in the Adirondacks: three or four wonderful months on a lake in the middle of nowhere. While being there is great, the trip there and back is often not. After setting out for the airport for our return yesterday, we got an automated text message from Southwest Airlines saying our flight had been cancelled: pictures of long lines at ticket counters and sleeping on the floor flashed through our heads. We called and that picture began to change: the agent on the phone was appropriately apologetic, empathetic, and seemed truly interested in getting this story back on track. From so many other service debacles we know that people don’t often get involved to make something like this better than it could be: cancelled flights often lead to interminable delays while people wait for the backlog to clear. But, this employee didn’t give up until she had me, my wife, and our cat on another flight: sure, it was late, but we got home. Remember: one person can make a difference. Get involved and make sure that bad stories have good endings today.
Spryte Loriano: Author, Entrepreneur, and Humanitarian
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