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Spirit is an airline with no common sense and it starts from the top down.
I was traveling to a funeral 1 year ago, I had be on the plane, I was online waiting for my checkin but because they only had one person working who was moving in slow motion, when it was my turn I was no 2 minutes over their cut off. The manager walked by and said flight is closed! Granted I was in the middle of checkin, I was locked out. When I told her what I thought of the policy I was banned from flying and missed the funeral.
Two things are happening here.
1. You have people working for you who go by the book and if it's in the book it law.
2. These people are not allowed to think outside the box because the box is sealed by very poor management.
Poor management will cripple a company, I run my company in a way where I want my employees to be thinking on their own, get their feet wet. Make mistakes, this makes for happy people and happy employees make for excellent customer service.
Poor management breeds bad service.
Funny that my bad experience here was with Spirit as well.
Shep, great article I enjoyed reading it. Funny thing is that this sort of sitution is so common. Customer service is just not what it once was. I hate that people blame it on the Interent age, but the fact is that:
A. People just don't care anymore
B. Standards just seem to get over looked.
Look at corporate advertising, McDonalds or Burger King as a example, their commercials are all service with a smile, yet you would be lucky to get someone to say hello when you walk through the door. It's sad but people just don't care. This manager is the typical I'm right and you're wrong type of person.
Pleasant surprise, that was classic, I would have loved to have seen your face.
Great post. :)
Well said Rachel, I cring when I see business owners constantly broadcasting their sales messages every 20 minutes on Twitter and then they say Social Media does not work for my business. Hmmm, I wonder why.