In the last week I've taken two flights. The two journeys were similar distances (Amsterdam and Brussels).  The planes’ were the same size. My luggage was the same. The only difference was the airline and hence the attitude of the staff. 

One made money, the other lost £250 and my respect.

 
As a great many businesses are now service based B2C (eg insurance, IT, retail, automotive) often the lowest paid staff deal exclusively with the customers.  Or even worse a 3rd party call center does.

I have realised one thing, you can have the best and latest equipment, the nicest showroom, and even the best stock, but if your staff are so stupid, they don't have an understanding of your underlying business and 'intent' you deserve to die in this recession.


What rules do you have in your business that are stupid, hack off customers and push them into the hands of your competition?

A story to illustate the point:

I flew Easyjet from Gatwick to Amsterdam I had the biggest hand luggage possible (in fact too big to put in the overhead storage.) The stewardess said no problem put it on the seat next to you as I know you are in a hurry and don;t want to miss the slot.
 

The following day I flew from London to Brussels with B.A.  I knew I would be there early so wanted to get an earlier flight. I tried to switch flights. There were no seats available but were advised to keep checking as one might become available - and one was at 9am.


The rules (no idea who's) state you cannot change a mileage seat within 24hrs of a flight.  I phoned the Exec Club's exclusie phone line and after being put on hold for 12 mins 40 secs I was informed if I get to the airport and the seat is still available they may at their discretion relax the rule.

 
Get to the airport and speak to the check-in team to be told the above rules. So I decide to call the Executive Club again only to be told that even if there were 50 seats available they cannot change the rules.

I then ask what would happen if I pay for a new ticket?  Well then you need a single business class ticket and because its the last one its at the highest price £479.

I said if I gave them half the fare then I would be prepared to do it. All or nothing they said.

The flight left with one empty seat, £250 less revenue and a disgruntled client with a big mouth.