Comments on: Why price does not drive quality service (or how United Airlines still hasn’t solved their mistake)

By: Pascal Depuhl

Pascal Depuhl — Mon, 23 Oct 2017 13:35:30 +0000

In reply to Johnny Newell. Johnny, Boy, that's a tough one. (Kudos on doing it right on the first two though :) I'm not sure how to change the culture of the third store you help manage. All I know is that Ritz-Carlton studied how much more money engaged, i.E. happy, customers spend on average. You know what they found out? If you increase the level of engagement by 4% those customers will spend 40% more money. You can check this out in "The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company"

By: David Alley

David Alley — Thu, 19 Oct 2017 14:58:57 +0000

Great story. I’ve been there many times and know how it feels.

By: Johnny Newell

Johnny Newell — Wed, 18 Oct 2017 19:28:16 +0000

Currently I manage three different businesses, each one is diverse and demanding. Being the owner of two out of three of these, a big portion of my time is dedicated to customer/client satisfaction. As for my two businesses we work hard to assure that our customers/clients are happy, I never mind going that extra mile for them. The third company that I manage is a mom and pop corporation, (if you can wrap your head around that) and they balk at giving extra”anything to anyone for any reason. This makes satisfying the customer extremely difficult at times and I usually am thrown under the bus at the end of the day or whenever it is all said and done.
The owners want me to use the “admit nothing, deny everything, and demand proof” theory when handling customers. What does one do in this kind of situation? All I can offer is get it in writing! If it’s not in writing it never happened!