Perennial Proactive Customer Service @AmericanAir

These last two days are starting to look like a marketing campaign for American Airlines.  It isn't.  I have no connection to the company apart from being a loyal customer and fan.  

Yesterday I wrote about the customer service tweeps at American, Delta, and United based on just a couple of personal interactions with @AmericanAir and a fun little experiment. More comprehensively, my total experience with the company across several decades and a very positive story told by my cousin, Anna Darden, prompt the following observation.

American Airlines exhibits a deep and long-lasting culture of proactive customer service. They understand customer needs, based on information they already have, and take the initiative to provide service  without waiting to be asked.  Individual employees do things for their customers that can only happen because the company has systems and processes in place that grow out of this culture.

In the late 80's, I was travelling from Newark (EWR) to Los Angeles (LAX) with a change in Dallas (DFW).  It was true then and is still true that operations at EWR, with its problematic runway configuration and congested airspace can get sticky in even the least of inclement weather.

That night, a winter storm was pouring snow and ice on the airport for hours.  We left well over an hour late, after multiple false starts and two deicings of our DC-10.  My connection time at DFW was 40 minutes. In those days, information was a lot harder to come by.  With a current pocket edition of the Official Airline Guide (remember the OAG?), I figured out that there was a way to grab a later flight from DFW to Las Vegas (LAS) and then from LAS to LAX.  It would take most of the night, but I would be able to appear for my 9:00 AM meeting the next day.

As it turned out, there was no need for all of that speculation and worry.  American had a plan and used the information they already had to serve their customers.  They knew that more than a dozen passengers on that flight from Newark were in the same situation.  At DFW agents met the flight with signs and golf carts to take all of us as quickly as possible to the flight to LAX that they were holding for us!  They got us and our baggage transferred quickly, closed the doors and took to the air.  We arrived in LA only about ten minutes behind schedule, in plenty of time to get a good night's sleep and do more than simply appear at my meeting the next day.

You say they never do things like that any more?  That airline employees don't care like they used to?  Of course they do!  Last week, my cousin Anna traveled from Cleveland, Ohio to Manchester, England, with a change of planes AND AIRPORTS in New York.  Here is her story:

We flew AA from Cleveland to England and I was very pleased. We did have the change of airports and all, but the flight attendant came to us about 20 minutes before landing and confirmed our itinerary for us and even gave us directions.

The transfer from LGA to JFK was pretty smooth. When Adam went to purchase the shuttle tickets, the attendant informed him that for 3 people we would be better off taking a cab. It ended up being about $7 cheaper. Upon arrival at JFK the cab driver tried to tell us we were going to the wrong gate but luckily we knew better. Paid for curb side check-in (very good choice considering the line inside). At the gate I was called to the desk where they changed our seats to allow a designated attendant "bunk". Again, that was fine by me as we were all still together. It ended up being a double edged dagger though as we were the last row LOL. Nobody behind us to kick our seats but of course the bathrooms were in high demand on a 7 hour flight. The attendants were great with [my son] Dewey and were constantly complimenting him and us for his good behavior and amazingly good looks. He also got a signed flight diary from the pilot. Ultimately, we were VERY pleased with the service. I will be using AA in the future.

That's perennial proactive customer service, consistent for decades!  I too will be using AA in the future.

It's true.  Air travel isn't what it used to be, even when you're flying with the best.  The broader lesson here is not just about American Airlines or even the airline industry. It is about how to do relationship marketing.  Take care of your customer.  Put systems and process in place that enable proactive customer service.  Create a culture of caring for the people you serve.  That's how you create loyalty and get your customers coming back for more, for decades.

@AmericanAir - Best Corporate Tweep!

I've read several articles lately about the customer service folks at major airlines who respond to passenger messages via Twitter. Last week, I had my first Twitter exchange with the people at American Airlines.  They were quick, friendly, and helpful.

This morning I tried a little experiment.  I posted something silly mentioning American, Delta, and United, just to see how they would handle it.  Do they have a sense of humor?  Are they willing to just say "Hi" or maybe even "LOL"?

Here's what I posted at exactly 6:00 AM, Central Time:

Excuse me @americanair @united @DeltaAssist May I please go very, very far on a very, very big plane? Thank you. Have a very, very nice day.

American come back with this at 6:53 AM.

@doug_picirillo Please let us know if we can help you in any way, Doug. Have a great day!

They were not super quick.  In fairness, they didn't need to be.  Maybe my message caught them a little off-guard.  I imagine a Customer Service Twagent (I just made that up! ) calling a supervisor over and asking, "What do we do with something like this? Ignore it?  Answer it?  Answer it how?"  However it happened, somebody on the other end was willing to represent their company and say something friendly and kind to somebody who poked them, in fun, at six o'clock in the morning.  Maybe they checked a list and found that  I've been an AAdvantage member for thirty years, almost since the program's inception.  Who knows?  At the end of the day, they responded as a human being to another human being who wanted nothing more than a response.

Neither Delta nor United responded at all.  Either they have no sense of humor, they are terribly understaffed (which can be the cause of no sense of humor), or they have a policy that prohibits small talk with current or potential customers.

The envelope, please....

---

Doug Picirillo's irregular and completely unscientific
Best Corporate Tweep Award
goes to American Airlines!

Customer Service Dodo Awards
go to Delta Airlines

and United Airlines

Better luck next time!

For a more serious look at airline customer service Twitter trends, check out this guest post on SimpliFlying, A Tweet by Tweet Analysis of US Airlines

Generously Asking For Help

Are you a natural helper?  Do you find joy and satisfaction in serving others?  Most people do.  Even those who see service as a duty or a moral obligation experience the joy of service, only somewhat less directly.  They are pleased and satisfied more by having done their duty, than by the act of service itself. In either mode, we often receive even more than we give.  When we serve others, whether out of joyful duty, or out of naked sacrifice, the satisfaction that comes from that service can reinforce the attitude of service and generosity, and lead to a lifetime pattern of rewarding behavior.

But what happens when we ourselves need help?  If you are like me, you often find it hard to ask for help in things large and small.  Why?  Because we have an inflated view of our own capacity for self-reliance?  Because we don't want to admit that we just can't do everything for ourselves all of the time?  Because we don't want to be a burden?  There is an easy way out of these self-defeating ideas that will resonate with your generous soul.  When you need help, ask for it out of generosity.  Remember the satisfaction that you feel when you make a difference for somebody else.  When you invite somebody to serve you, you are offering the other an opportunity to experience that same satisfaction.

When you have an opportunity to serve, serve generously.  When you need help, ask generously.  When you are grateful, offer thanks generously.

Structure of U.S. Presidential Race Shows Little Change So Far

Structure of U.S. Presidential Race Shows Little Change So Far

According to the latest Gallup numbers, the President and Mr. Romney are running neck and neck for the second straight month.  Have voters already made up their minds?  What will cause one of the candidates to surge ahead?  Some major domestic or world event?  Spin and rhetoric?  So far, the only detectable trend is that the nonreligious and those with "no religion" (you'll have to ask Gallup about the difference) are moving into the incumbent's column.  This movement however is offset by small gains by Mr. Romney in a broad range of subgroups.  On the surface, this might suggest a weakening of the President's strategic position.  It would be a huge gamble to openly and specifically appeal to the nonreligious.  At the same time, any appeal designed to stem the apparent trend of slow erosion across a broad spectrum of voters is likely be general, vague, and personal.  Let's hope that personal appeals, from either side, will be strengths-based and not degenerate into "politics as usual."

My Mother The Pilgrim

My Mom was a many things to many people, but she was more things to me than she was to anybody else.  She was a bundle of contradictions, at times in a deep and protracted struggle with her disappointments, at other times miraculously generous, going far, far out of her way to help and inspire others.  She was a child of the Roaring 20s, a teenager of the Great Depression and a young adult of the Greatest Generation.  She grew up in a world that told strong, smart women like her, with great and varied aptitudes for science, math, arts, and letters, that she should learn shorthand and bookkeeping.  After World War II, she left her familiar surroundings of Northeast Ohio and made it on her own in graphic arts in Chicago, and in staffing and recruiting in New York, where she became a Mother.

We moved to Ohio for a while, to live with my grandparents.  She continued to work in staffing and recruiting in Canton and Cleveland.  Somewhere along the way, her pilgrimage took a different direction.  I don't know whether it was a conversion or an awakening, or what she would call it, but it was a clear turning point.  She quit the personnel business and went to work for the First Presbyterian Church of Akron, while also becoming heavily involved with the North Canton Baptist Temple.  Soon, we moved back to New York, where she went to work for the United Church Board for World Ministries, then the Pension Board of the American Baptist Convention, and finally the First Presbyterian Church of Brooklyn, whence she retired after 16 years of service.

Throughout her journey, her vocation, avocations, ideas and attitudes had the hallmarks of a pilgrim's progress. She believed in sacrifice, providing more for me and for others than for herself.  She believed in heroes, famous and obscure, of the world stage, of the silver screen and of everyday life, from Dwight Eisenhower, to the characters played by John Wayne, to her brother Ray and her uncle Tom.  She knew exile.  In broken relationships, untapped talents, and evaporated dreams, she knew what it was like to live far apart from one's mortal aspirations.  She was passionate, especially when she became interested in a cause.  She was passionate about doing the right thing, and doing the right thing the right way.  She believed in justice, inclusion, and equality. In my earliest recollection of a conversation about race, she taught me not to follow my Grandmother's example when, speaking from ignorance, she used the "N word" to refer to a neighbor's household help.

Ultimately, my Mom's pilgrimage was grounded in inspiration. This was hard to see for those who only knew her in her later years, which were often times of suffering and confusion, but I know the spark that was there before and that never went out.  She believed in God, the Father Almighty, maker of heaven and earth and in his Son, our Savior, the Lord Jesus Christ.  I can think of nothing that would please her more than to acknowledge this truth.  She was inspired by the words of the scriptures, the great preachers of the Gospel, and the hymns.  For her, the reality and mystery of the Trinity could not be better described than the words of three hymns. Of God the Father, in Martin Luther's words, "A Mighty Fortress Is Our God, a bulwark never failing!"  Of God the Son, in Joseph Scriven's words, "What A Friend We Have In Jesus, all our sins and griefs to bear!" And perhaps most deeply, of God the Holy Spirit, through the words of Edwin Hatch:

Breathe on me, breath of God,
Fill me with life anew,
That I may love what Thou dost love,
And do what Thou wouldst do.

Breathe on me, breath of God,
Until my heart is pure,
Until with Thee I will one will,
To do and to endure.

Breathe on me, breath of God,
Blend all my soul with Thine,
Until this earthly part of me
Glows with Thy fire divine.

Breathe on me, breath of God,
So shall I never die,
But live with Thee the perfect life
Of Thine eternity.

Mom, you have long ago departed this imperfect life. You pilgrimage here is complete. Now you are with Him in Eternity.  May those you left behind, run as good a race, as noble a pilgrimage as you did.  Thank you, Mom!  We will see you soon.

That's a relief!

I was worried that this fall's U.S. presidential election was going to get bogged down in small matters like the ongoing economic malaise and the broadening disregard for the Constitution.  Thanks to Mr. Obama's statements yesterday, we won't be discussing those things for a while.  Phew!

Doubt, Imagination, and Hope

I doubt it.

A series of essays based on “21 Things to Give Up For Lent”.  These thoughts are every bit as much about things that I would hope to improve in my own journey as they are offerings to any who stop by this blog.

Topic #21: Doubt

Now faith is confidence in what we hope for and assurance about what we do not see. (Hebrews 11:1, NIV)

Can we truly give up doubt?  No.  Should we?  No.  Every one of us, even the most rational and analytical people we know, lives in a state of permanent tension between doubt and faith.  Some of us more readily acknowledge this tension than others.  For all of us, doubt can at times be a debilitating paralytic, and at other times, a whetstone on which we may sharpen our ideas.

In our everyday lives, we make certain assumptions about what will happen today, tomorrow, next week, or next year.  We live hopefully, buying cars and houses on long-term credit, thinking years, even decades ahead.  We enroll in degree programs that will take years to complete.  Our professional sports teams sign athletes to multi-year contracts, hoping for long periods of good health and high performance.  We plan for our children’s educations, our own retirement and other long term goals.  These are all expressions of faith and hope in the unseen future.  We expect that tomorrow, and the day after that, and the day after that, will come and go without mishap or tragedy. At the same time, we acknowledge the element of doubt in all of these things.  We buy insurance.  We have fire and tornado and earthquake drills at school and at work.  We hope for the best, but plan for the worst.  Deep down, we know that every tomorrow will not bring the best of all possible outcomes in all areas of our lives.  We hope that life will go according to plan, but we doubt it.

We who profess faith in God live with one foot in the present and the other in eternity.  We may seem to have few doubts about the ultimate questions, but to be completely free of doubt is neither possible nor wise.  Without doubt, we cannot adequately define and refine our faith.  Without doubt, we can become lazy, making no effort to understand and defend our faith.  The Apostle Peter wrote, “Always be prepared to give an answer to everyone who asks you to give the reason for the hope that you have.” (I Peter 3:15, NIV)  Doubt does not weaken faith.  Doubt challenges us to understand what we believe and to be prepared to explain and defend our faith.  Doubt makes faith stronger.

For those who do not believe in God, those who believe that this life is all there is, I would commend to you as well, the value of doubt.  Do not be so sure of the results of your reasoning that you are unwilling to investigate and understand the reasonable conclusions of faith.  Atheist-turned-Christian Lee Strobel, the former award-winning legal editor of The Chicago Tribune, said "It was the evidence from science and history that prompted me to abandon my atheism and become a Christian."  Let your reason lead you where it will, not where your current faith in previous arguments tells you where it will go.  Hold on to your legitimate doubts until they are outweighed by something else.  At the same time, listen with your heart, even with your imagination.  As C.S. Lewis said, “Reason is the natural order of truth, but imagination is the organ of meaning.”

Therefore do not give up doubt, but do give up being ruled by doubt.  Doubt itself is not an answer. Doubt drives us toward better answers.  Let it be the adversary in your inner court of reason; but when it has made its case, let it be done.  Let doubt be still when what you believe has been thoroughly tested and you have become able to give the reason for the hope that you have.

Follow my tweets on this and other topics http://twitter.com/#!/doug_picirillo