Seth Godin’s post “Can’t vs. Won’t” was particularly apropos for me yesterday.
I was flying from Los Angeles to Toronto on Air Canada. The flight was an hour late leaving, and I was tired. Once we got into the air the captain announced the movie, but mentioned that they were having audio trouble in … wait for it … the section where I was seated. It figures, I thought. All I could hear was static. So I just pulled out a book and started to read.
In a while the flight attendants came through the cabin with coffee, soda, and liquor. When the flight attendant got to me I requested coffee and juice, and I politely asked if I could trade no audio for alcohol. Rather than say “we can’t do that”, she just smiled and handed me a bottle of liqueur for my coffee. I thanked her, and then I thanked her again later for the wonderful service.
Lost revenue for Air Canada? $5.
Value for one tired customer? Priceless.
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1 response so far ↓
1 Mikie // Mar 5, 2006 at 8:16 am
G’day there…
Am watching CSI and goggled “buffy227@gmail.com” as it was mentioned on tonights show [yes we are way behind here in OZ] and guess what! You site came up and I figured I would have a squiz around your site. Enjoyed reading your comments re:flight service. Good for you for scoring a liqueur for no audio.
Feedback like this to the airline would be appreciated and who knows you might get a ‘thank you’ gift ;^)
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