One guy and 12 minutes to a lifelong customer @SouthwestAir

photo credit: kevindooley Not long ago, a little boy was murdered. Soon after, his grandpa was traveling to see his little 3 year old grandson one last time. He was running for the plane, desperately late despite getting to the airport several hours before departure. After two hours of standing in line, pleading with TSA […]

Leverage your strengths

Today’s guest post is from Freight Dawg (gotta like that name), who writes about Southwest Airlines’ free baggage policy. An additional thought to take away from this: Leverage your strengths. Home run hitters don’t work on their pitching. They work on their hitting.

Something special in the air

I have to say that I never expected a country-western song to be a guest post, but it is what it is. For the rest of the story about how United Airlines baggage handlers trashed Dave Carroll’s guitar and more importantly, their customer service and management mistakes afterwards, drop over to FastCompany.com. 4.5 million views […]

Chipping away at your clients – Bad idea

During our stay in Missoula for the granddaughter’s arrival, we had the pleasure of spending the night at the Missoula Comfort Inn. When I arrived at the front desk to get a receipt for the visit, the bill came with the now-obligatory $1.75 charge for using the safe in the room. The buck seventy five […]

Earl Nightingale would be proud

In a regular air travel column in Conde Nast’s Portfolio called “2B” (referring to a first class seat, whatever that is these days), the column’s author talks about Southwest airlines non-standard (for the airline industry) behavior. Decades ago, Earl Nightingale said something along the lines of “If you enter a market and don’t know what […]

Southwest: Something simple in the air

Yes, it’s a play on the now-untenable “Something special in the air” that American Airlines used to use – back when they really were special. Southwest Airlines announced changes in their business model that are easy for any air traveler to understand. Click the image below to see the entire graphic from Southwest.com: Now I […]