Sunday, March 10, 2013

Winning Customers Back

Two weeks ago I flew to Chicago.  I have to admit that when I first found out I was flying on United Airlines I was pretty bummed.  In reality it made the most sense to fly United but in the past I haven't had the best experience with United.

Let me share with you.  When I would fly from Vegas to Redding for seminary I can't think of a time that my connecting flight in San Francisco wasn't delayed.  The last time I flew United my flight was supposed to leave at 8:45pm but because it was so delayed it didn't leave until 12:45am.  That meant I didn't get to Redding until 2am, my hotel room at 2:30am and had class at 8am (thats a rough night in my book).

Now that you know my experience with United let me share how they slowly are earning me back.  The flight to Chicago was average; I wasn't changed.  But when I arrived in Chicago to fly back home I noticed there were two flights ahead of mine heading home.  I went directly to the gate of the plane leaving in 45 minutes to see if I could get on the flight.  I was placed on standby and with 20 minutes to spare I was added to the flight!  That meant I was going to see my family 2 hours ahead of my previous flight!  That wins my loyalty back. 

Then on the flight the staff was: funny, helpful and caring.  Now I don't want to get too far ahead of myself and say that I will be seeking out United flights in the future, I just want to share some of what United did and how that made me feel better as a customer.  

It also got me thinking:
What are some things that the Church needs to be doing to win people back?
What have I done that I need to change in my life to win people back?
What can I learn, as a leader, about taking care of people?

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