Meanwhile Back at the Ranch

I’ve spent a lot of time talking about technology, but a nice story in the Wall Street Journal brought it all home for me the other day.  Service matters.

The story profiles United Airlines pilot Denny Flanagan, who goes out of his way to make the flying experience as pleasurable as possible for passengers aboard his aircraft. He’s gone so far as to raffle off unopened bottles of wine at the end of flights, or to call the baggage handlers in another far-off city to ensure that an international passenger’s checked luggage arrived safely after her domestic connection had been delayed.

One can’t help but wonder what shape the legacy carriers would be in if they had more employees such as Mr. Flanagan.  I’d bet there’d be fewer bankruptcies.

It seems to me that the travel and tourism industry especially used to really focus on service….but more and more it seems as though we all are forced to tolerate the same unhelpful people everywhere we go.

I believe that there’s no higher calling than to serve others (even if you’re doing it for a living).  I also think that folks appreciate being served…as well as being sold…and that at the end of the day, all things pretty much even out.  With the exception of service.

There will always be someone whose product is faster or cheaper or better than yours.  It’s the way of things.

But the only thing that will set your business apart from your competitors will be your ability to provide service before, during and after the sale.  Good service is the only thing that folks are willing to pay a premium to receive.

Service, combined with solid strategy, the proper technology, and well-produced content, is the most important element in any successful marketing and sales program.