A not so little reason why American Airlines loses millions

While it would be easy to squeeze them off one by one, I won’t go into all the obvious reasons.

This one is a bit more subtle but just as deadly to a company. The really poisonous thing is that attitudes like this come from the top down and they are CYA’d all the way up the food chain.

Further comment on this whole airline thing will come in a future post, but for now, just check out Dustin’s experience in today’s triple feature guest post from Dustin Curtis.

Your takeaway?

Two things:

First, little things matter. Ever watch someone try to use your product or website? Ever watch them try to find information in your brochure or find the milk in your store? You make them crazy. Really. Just watch them, but don’t say I didn’t warn you – it’ll make *you* crazy until you fix your business.

Second, customer feedback matters. If you can’t fix it in an hour, a day or a week, people generally understand if you’ll just take the time to tell your story. On the other hand, if you don’t respond or you respond rudely, they’ll remember it for years and tell everyone they know. Not that difficult, yet all too rare.

PS: Dustin – Yeah, I know. The blog badly needs a redesign.

Tomorrow, more from Dustin. Why? Because he understands that little things matter, even to the sweaty guy in the last row on JetBlue.

2 thoughts on “A not so little reason why American Airlines loses millions”

  1. Every airline that services Billings should put the following disclaimer at check in:
    1) We hate you.
    2) You waste our time by speaking with us.
    3) We don’t care if the plane is late.
    4) Pay us for your bag.
    5) In case you forgot, we really do hate you.

    At least they’d be up front.

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