I am in Florida for a couple days and will be speaking to FAA middle managers later today. Whenever I travel, I see both great management and service and lousy management and service.
Beef: Why does it take more than 30 minutes to get checked bags? the last three times I have traveled, I have waited upwards of 40 minutes to get my checked bag. This is unacceptable! How can this system be so broken and not be on the top of someone’s list to fix. I know, this is just another in a long list of possible rants about airline service.
Hey Alaska Airlines!
Hey American Airlines!
How about committing to bags in under 20 minutes or we all get $100 or 5000 free miles?
This is a management problem – a system problem, people problem, alignment problem.
Bravo: La Quinta makes their internet access clear and free.
I sometimes stay in a nicer class of hotel, but often I am just looking for a good place with a free and easy internet connection. I have been surprised a few times because the "Free Wifi" was only in the lobby or public areas (even though the description on the website led me to believe they had in-room wifi) or the costs of the internet connection was not clear. La Quinta got my business this trip (two different hotels in two locations) because of their ad campaign which said, "La Quinta. Spanish for Free In-room Internet Access." The access is indeed easy and free. And I like that they include a 24 hour customer support toll free number in case there is a problem getting connected.
The room is comfortable and better than most in this economy business class of hotels.
This is a management triumph. Ensuring that the service is reliable, clear, and consistent takes good management and planning.
As travel related companies (or any company) compete for repeat customers, they ought to keep these examples in mind.
- What are the basic services that customers expect? How can managers create a management system to ensure basic expectations are met?
- What is your unique value proposition? Which products or services do you want to consider part of your unique signature? How can managers create a management system to ensure that you NAIL the execution of these services?