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?