"Business, that's easily defined - it's other people's money."Peter F. Drucker
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When choosing a company to do business with, we all agree that
customer service is high on our list of priorities. The
following relates some types of practices a business should
definitely avoid.
Recently, we flew from Newark to West Palm Beach on business, and
stayed a few extra days to visit with our daughter. Since this
was the first time we flew since 9/11, we didn't know what to
expect, so we allowed plenty of time before the flight.
We were pleasantly surprised that we could check in, and get our
boarding pass at curbside. We then headed directly to security to
be screened prior to boarding. Apparently my wife Sue's purse
failed the X-ray check, as they put it through several times.
While short of a body cavity search, they did put her through an
extensive check. Taking her purse then to a different machine,
they wiped it with a cloth, and then tested the cloth. They
didn't make her open the purse, which I found strange, and
offered no explanation of what they were doing, or why.
While I recognize that the security guards are not direct
employees of the individual airlines, they should insist that
these people are at least courteous. Those with a bad attitude
make flying even more onerous.
We finally got through security, and had some time to wait before
the flight, so we decided to get some lunch. We ordered, and
while they gave us a fork, they didn't give us a knife to cut the
meat. I inquired and was told that no knives were allowed in the
airport or on a plane. OK, I thought but wondered how I could
injure someone with one of those small plastic knives with a
rounded tip - the fork would be far more dangerous.
We finally got on the plane and they served what they liberally
called a snack". It was about the size of a golf ball, and had
the consistency (and in my opinion the taste) of dried mud.
Unable to cut it, because of the perceived danger a small plastic
knife would pose, we had to pry it apart with our fingers. One
taste however, and we were glad we had something to eat at the
airport.
We also ordered a drink, and much to my surprise, the stirrer was
about 7 inches long, made out of stiff plastic
with a point as
sharp as an ice pick. What a weapon!
I seriously doubt if I could kill or even threaten someone with
the prohibited small plastic knife. It would probably take a half
an hour or so to kill someone, and they would have to cooperate.
If someone tried to threaten me with one, I might die of
laughter.
You could however easily kill someone with the drink stirrer they
provided, with a jab in the eye, an ear, or the throat. This was
simply stupid. Why didn't they provide a small plastic straw
instead?
Many people are apprehensive about flying under any
circumstances, and many became even more so immediately following
9/11. A first time flyer leaving from Newark will have their
heart in their throat. Due to noise abatement restrictions, the
plane must make some severe turns to follow a waterway on
takeoff.
Before 9/11 on a another flight, a considerate pilot warned us
about the takeoff pattern, and told us just before he made the
turns what was going to happen - not now - it seems that the
skies are no longer "friendly".
Now with the airlines struggling to survive, you would think
their service would be top notch to entice people to fly with
them - Naw - in my judgement, same old, same old crummy service.
Hey guys, "wake up and smell the coffee". These people on the
plane are your customers. I guess the airlines are trying to cut
costs, and probably the "bailout" by the Feds was justified, but
if you want them to come back, you better start treating them
like customers.
Add the inconvenience of having to arrive at the airport hours
before your departure time, minimum wage security guards who
don't instill a lot of confidence, and the issuance of a weapon
with your drink, I think, like the well known sports announcer,
I'll consider alternate modes of transportation.
About the Author Did you know that subscribers to Bob Osgoodby's Free Ezine the
"Tip of the Day" get a Free Ad for their Business at his
Web Site? Great Business and Computer Tips - Monday thru Friday.
Instructions on how to place your ad are in the Newsletter.
Subscribe at: http://adv-marketing.com/business/subscribe2.htm
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