There are plenty of arguments to be made that working with a person is better than with a computer. A person can understand subtle nuances about challenging situations that a computer that relies on mathematics cannot understand. However, the speed and precision of a computer can be pretty helpful.
Last week I was on my way to Texas and arrived at the airport my customary 1.5 hours before my flight. I was passing the time on my tablet when I heard an announcement over the public address system that my flight is delayed due to a mechanical issue and that a new plane is being sent to replace the non-functional one. Good, I don't want to fly in a non-functioning airplane. The delay is expected to be 1 hour 20 minutes. This would mean I landed for my connection at the exact moment my next flight would be departing. This is not good.
I stand up to talk with the gate agent and change my flight. In the time it takes me to stand up and put my tablet in my backpack the line at the gate is at least 50 people long. Instead, I grab my iPhone and check the Delta App. Not only is my app aware that I'm delayed, it is suggesting new flights for me. So, I start walking in the direction of the gate I know the suggested flight is departing from and accept the change in itinerary on my iPhone. My new flight leaves in about 20 minutes, I am 50 feet away from the new departure gate, and I hope the app doesn't take too long to update my itinerary in the system. A moment later I walk up to the gate desk and tell them I just changed flights on the Delta App. The woman looks at me and asks if I am Jason. Yes, I am, not only was the itinerary updated in the system immediately, I will be arriving an hour earlier, and the new flight and connection were upgraded to first class.
My final worry was my checked bag scheduled for the other itinerary. The gate staff called down to the baggage handlers who would "do their best" to get my bag on my new flights. I wasn't holding my breath. I am very happy to say my expectations were exceeded. I saw a man carry my bag to the conveyor belt in the plane I boarded.
I arrived early with my bag and had a great trip. The only problem was the rental car agency didn't have my car ready an hour early. I guess that will be in the next upgrade for the app?
Monday, May 20, 2013
Wednesday, May 8, 2013
Customer Service: The Current State
As a sales professional I pride myself on responsive and good customer service. I am not perfect but I always make an effort to be a top echelon service provider. In my travel experiences I find myself wanting to hold people up as shining examples of great customer service and deride other people for obvious customer service failures. I find the ratio of good to bad is sadly, equal.
My last trip had examples of both and I present them here for your reading pleasure:
Airline gate staff tend to get a lot of bad press about customer service. When a flight is canceled or delayed they are the bearers of bad news and are also the ones that are trying hardest to help the stranded passengers. My business trip got cut short by a couple hours and I was able to get home earlier. I my flights were full and I got the second worst seat on the plane. Last row window is only 1 step up from last row middle. The seats don't recline and you get to smell all the aromas emanating from the bathroom. I asked the Delta gate attendant for a better seat if available. This gentleman had a scowl on his face that made me think I was going to get moved to the middle seat ion the last row. I made a little small talk, joked a little that I promised not to be a cranky customer, then I shut-up, and let the man work. I sat and watched him furiously tapping away at his computer station for about 10 minutes. I honestly thought he forgot about me. I gently asked if everything was "OK" to which he responded, "You will be very happy with your new seat assignment, just give me another minute." True to his word, he handed me a new boarding pass with seat 2D assigned to me and I was very happy. I don't think I did anything special to deserve the upgrade but I was patient and nice and he was very kind to me.
Bartenders are generally a pleasant group of people that serve us. So, when you get one that is less than pleasant it makes an impact. I was on a layover at the Minneapolis/St. Paul airport close to dinner time and went to O'Gara's at the airport by gate F12. I beat the big dinner rush by 15-20 minutes and had an hour before my flight boarded. I sat waiting for 5 or more minutes before the bartender acknowledged me. I ordered a beer and asked for a food menu. She grabbed the menu the guy next to me just set down and slapped it on the bar in front of me. I interpreted her non-verbal communication to mean "It was right here all the time buddy! You really need me to hand it to you?!" A minute or 2 later she gave me my beer and took my food order.
Now, mentally insert 25 minutes of time that is completely devoid of this bartender making even the slightest eye contact with me.
I nursed my beer and waited for my food. A man sits next to me and goes through the same process I went through of waiting 5 minutes for the bartender to come over. He ordered a beer and asked for a food menu. He received the same slapping of the menu. We looked at each other and I said to him that she did the same to me. Ten minutes later he orders the same food I ordered. I mentioned I was on the Denver flight and had waited a half hour for my food. He looked at me horrified because he was on the same flight which was now boarding in 20 minutes. I felt a little panic myself thinking that I need to have time to eat the food I ordered. So, I tried in vain to get the bartender's attention. I even went so far as to empty my beer, which usually sets off a bartender's ESP.
Finally, I gave up on the bartender and grabbed another worker (non-bartender) and asked her to check on my food. I said it loudly enough that the bartender heard me and commented in a snarky manner that the food comes out when the kitchen prepares it. Meanwhile, the other person went to the kitchen and returned immediately with my food. The following is a transcript of our conversation:
Me: How long has this been sitting back there?
Bartender (BT): I don't know but I can't make this go any faster? Do you want to cancel your order?
Me: No, I have the food but I only have a couple minutes to eat this before my flight. I have an expectation of quick food service in an airport restaurant.
BT: Did you see we are in the dinner rush? What do you expect?
Me: You're a restaurant and you can't anticipate that at dinner time there will be a rush? Seriously, I also have an expectation of courtesy from you. Apparently all my expectations are going to be missed today. Can I just get my bill?
BT: Here (hands me the bill). I can only offer you a 10% discount.
The only satisfaction I had from my visit to O'Gara's at the airport was in tipping the bartender appropriately for their courtesy and service.
My last trip had examples of both and I present them here for your reading pleasure:
Airline gate staff tend to get a lot of bad press about customer service. When a flight is canceled or delayed they are the bearers of bad news and are also the ones that are trying hardest to help the stranded passengers. My business trip got cut short by a couple hours and I was able to get home earlier. I my flights were full and I got the second worst seat on the plane. Last row window is only 1 step up from last row middle. The seats don't recline and you get to smell all the aromas emanating from the bathroom. I asked the Delta gate attendant for a better seat if available. This gentleman had a scowl on his face that made me think I was going to get moved to the middle seat ion the last row. I made a little small talk, joked a little that I promised not to be a cranky customer, then I shut-up, and let the man work. I sat and watched him furiously tapping away at his computer station for about 10 minutes. I honestly thought he forgot about me. I gently asked if everything was "OK" to which he responded, "You will be very happy with your new seat assignment, just give me another minute." True to his word, he handed me a new boarding pass with seat 2D assigned to me and I was very happy. I don't think I did anything special to deserve the upgrade but I was patient and nice and he was very kind to me.
Bartenders are generally a pleasant group of people that serve us. So, when you get one that is less than pleasant it makes an impact. I was on a layover at the Minneapolis/St. Paul airport close to dinner time and went to O'Gara's at the airport by gate F12. I beat the big dinner rush by 15-20 minutes and had an hour before my flight boarded. I sat waiting for 5 or more minutes before the bartender acknowledged me. I ordered a beer and asked for a food menu. She grabbed the menu the guy next to me just set down and slapped it on the bar in front of me. I interpreted her non-verbal communication to mean "It was right here all the time buddy! You really need me to hand it to you?!" A minute or 2 later she gave me my beer and took my food order.
Now, mentally insert 25 minutes of time that is completely devoid of this bartender making even the slightest eye contact with me.
I nursed my beer and waited for my food. A man sits next to me and goes through the same process I went through of waiting 5 minutes for the bartender to come over. He ordered a beer and asked for a food menu. He received the same slapping of the menu. We looked at each other and I said to him that she did the same to me. Ten minutes later he orders the same food I ordered. I mentioned I was on the Denver flight and had waited a half hour for my food. He looked at me horrified because he was on the same flight which was now boarding in 20 minutes. I felt a little panic myself thinking that I need to have time to eat the food I ordered. So, I tried in vain to get the bartender's attention. I even went so far as to empty my beer, which usually sets off a bartender's ESP.
Finally, I gave up on the bartender and grabbed another worker (non-bartender) and asked her to check on my food. I said it loudly enough that the bartender heard me and commented in a snarky manner that the food comes out when the kitchen prepares it. Meanwhile, the other person went to the kitchen and returned immediately with my food. The following is a transcript of our conversation:
Me: How long has this been sitting back there?
Bartender (BT): I don't know but I can't make this go any faster? Do you want to cancel your order?
Me: No, I have the food but I only have a couple minutes to eat this before my flight. I have an expectation of quick food service in an airport restaurant.
BT: Did you see we are in the dinner rush? What do you expect?
Me: You're a restaurant and you can't anticipate that at dinner time there will be a rush? Seriously, I also have an expectation of courtesy from you. Apparently all my expectations are going to be missed today. Can I just get my bill?
BT: Here (hands me the bill). I can only offer you a 10% discount.
The only satisfaction I had from my visit to O'Gara's at the airport was in tipping the bartender appropriately for their courtesy and service.
Thursday, April 25, 2013
Business Travel Drawbacks
When I tell people I travel 50% for work I get 2 responses:
I am able to schedule a majority of my travel around the most important family events. The occasions that require my attendance I make sure that I am around. But I miss mid-week birthdays and we push family birthday celebrations off to the weekend. I miss soccer, baseball, basketball, rock-climbing, dance, and football practices for my children.
The biggest part of my life that I miss, is not being there for my wife. We are both busy and we try to partner up on the work that needs to be done around the house. I know when I am around, and I am helpful, she really appreciates me. I am grateful that she does not get terribly upset with me for the lack of help I can provide when I am traveling. I completely understand that when I am present and unhelpful she gets frustrated with me. (I never help myself by trying to diffuse the situation with humor, someday I'll learn.)
I know quite a lot about how to travel efficiently. I am continuing to learn how to be a productive family member while traveling all the time.
- That must be really cool
- That must really suck
I am able to schedule a majority of my travel around the most important family events. The occasions that require my attendance I make sure that I am around. But I miss mid-week birthdays and we push family birthday celebrations off to the weekend. I miss soccer, baseball, basketball, rock-climbing, dance, and football practices for my children.
The biggest part of my life that I miss, is not being there for my wife. We are both busy and we try to partner up on the work that needs to be done around the house. I know when I am around, and I am helpful, she really appreciates me. I am grateful that she does not get terribly upset with me for the lack of help I can provide when I am traveling. I completely understand that when I am present and unhelpful she gets frustrated with me. (I never help myself by trying to diffuse the situation with humor, someday I'll learn.)
I know quite a lot about how to travel efficiently. I am continuing to learn how to be a productive family member while traveling all the time.
Friday, April 19, 2013
Driving in the USA
I hate to stereotype but I notice geographical driving habits. Some are quirky and some are quite obnoxious. As a business traveler I am not solely relegated to flying. I frequently rent cars and occasionally drive great distances for work and vacation. Some people think I'm crazy because every year, at least once, I drive two days out and two days back from my in-law's property. The craziness is that I have 3 young children. They are great travelers and it's quite easy. I wouldn't attempt it with other people's children.
As a resident of any state I think it is normal to have some rivalry or animosity towards your neighboring state drivers. I'm no different. Illinois drivers drive fast and erratically. They make lane changes like the cat that suddenly decides they don't like the room they are in and immediately dash to another room. Minnesota drivers are probably my least favorite group. They tend to camp out in the passing lane at a mere 5 MPH over the speed limit. Having to pass a person on the right bugs me.
Other geographies have odd habits, too.
Wisconsin drivers do a really weird thing when turning onto a busy boulevard. When the first lane is clear, they'll drive out to the middle of the boulevard and wait for traffic to clear in the next lane. I've seen Washington State drivers do the same with the center left turn lane on roadways.
In Pittsburgh, when the red light changes to green, the drivers in the left turn lane up front gun it to make their turn and beat the on coming traffic. If the on coming traffic hesitates the second left turn car will try to gun it through, too.
California drivers fly down the highways, city streets, parking lots, back alleys, everywhere.
Utah drivers are annoyingly polite. I noticed they will slow down and let you make a lane change no matter where you are in relation to them. I was being passed by a driver and I planned to pull behind them, so, I turned on my blinker. The driver slowed way down and let me in front of them and subsequently passed me later.
I imagine the differences of driving habits internationally are vastly different, too. I hear that traffic in Asian countries is a circus. I am hoping to see that for myself soon.
As a resident of any state I think it is normal to have some rivalry or animosity towards your neighboring state drivers. I'm no different. Illinois drivers drive fast and erratically. They make lane changes like the cat that suddenly decides they don't like the room they are in and immediately dash to another room. Minnesota drivers are probably my least favorite group. They tend to camp out in the passing lane at a mere 5 MPH over the speed limit. Having to pass a person on the right bugs me.
Other geographies have odd habits, too.
Wisconsin drivers do a really weird thing when turning onto a busy boulevard. When the first lane is clear, they'll drive out to the middle of the boulevard and wait for traffic to clear in the next lane. I've seen Washington State drivers do the same with the center left turn lane on roadways.
In Pittsburgh, when the red light changes to green, the drivers in the left turn lane up front gun it to make their turn and beat the on coming traffic. If the on coming traffic hesitates the second left turn car will try to gun it through, too.
California drivers fly down the highways, city streets, parking lots, back alleys, everywhere.
Utah drivers are annoyingly polite. I noticed they will slow down and let you make a lane change no matter where you are in relation to them. I was being passed by a driver and I planned to pull behind them, so, I turned on my blinker. The driver slowed way down and let me in front of them and subsequently passed me later.
I imagine the differences of driving habits internationally are vastly different, too. I hear that traffic in Asian countries is a circus. I am hoping to see that for myself soon.
Friday, March 15, 2013
Getting away from winter
I had a great plan, travel south during the winter to get away from the cold of Wisconsin. Apparently Southern California wasn't in on the plan. I spent last week in San Diego and Los Angeles and I needed to wear a hat. The temps were higher than my home temps of 20F but they were far from hot. When I complained to my friends and family back in Wisconsin I was met with very little sympathy and a little mockery.
I learned that professionals that travel a lot tend to get 2 responses to their travel schedules:
I learned that professionals that travel a lot tend to get 2 responses to their travel schedules:
- "That much travel must be hard."
- "You suck! Getting to go to all those great places."
Monday, February 11, 2013
Why do I have status?
This last trip I had to ask the customer service people why do I have status?! Twice!
In the priority line you would think that when a position opened up you would get called first. I mean, the Elite members direct hundreds of thousands of dollars to the company. There are two reasons I direct my purchases to a single provider:
Alright, I am done being a whiner. . .on my blog. I'll continue to kvetch when I don't get my privileges.
In the priority line you would think that when a position opened up you would get called first. I mean, the Elite members direct hundreds of thousands of dollars to the company. There are two reasons I direct my purchases to a single provider:
- Free upgrades
- Getting to the front of the line
Alright, I am done being a whiner. . .on my blog. I'll continue to kvetch when I don't get my privileges.
Tuesday, January 22, 2013
Yo Taxi!
I just got back from my first trip of the year. A sojourn through San Diego and San Francisco that was colder than I hoped. Business is good and travel is the same, people still crowd the boarding area for the airplane for no good reason and rental car companies still seem to be the least organized group of travel service providers, I'm looking at you AVIS.
I don't normally take taxis since I rent cars, but in San Diego I didn't need a car and I only went to one location. I forgot to check a few things before I got in the taxi so I want to share my experience so you will know (and I will remember) to be prepared.
Taking a taxi from an airport is different than hailing one on the street. Airports control access to taxis and you need to find the taxi stand. There are signs directing you to the stands, but they vary in effectiveness. Some signs outright suck, I'm looking at you San Diego International Airport.
In busier airports there is a taxi dispatcher on sight that directs you to a cab. These dispatchers know everything you need to know about taking a taxi. So ask these folks questions like:
I don't normally take taxis since I rent cars, but in San Diego I didn't need a car and I only went to one location. I forgot to check a few things before I got in the taxi so I want to share my experience so you will know (and I will remember) to be prepared.
Taking a taxi from an airport is different than hailing one on the street. Airports control access to taxis and you need to find the taxi stand. There are signs directing you to the stands, but they vary in effectiveness. Some signs outright suck, I'm looking at you San Diego International Airport.
In busier airports there is a taxi dispatcher on sight that directs you to a cab. These dispatchers know everything you need to know about taking a taxi. So ask these folks questions like:
- Do all taxis take credit cards? Usually the law requires it in the cities.
- I know it is hard to believe but taxi drivers will lie to you so you will pay them cash. Frequently they will try to intimidate you into paying cash at the end of your ride. This intimidation is usually in the form of a simple statement of "Cash". Just be firm and tell them they can either take the card or give you the ride for free. Ignore any huffing or complaints.
- How much will it cost to get to my hotel? You should know about where your hotel is located, usually the name of the hotel indicates the neighborhood; for example, Renaissance Atlanta Midtown Hotel. (Yeah, shameless promotion of a great property.)
- It does not happen frequently but on occasion taxi drivers will take the long way to your destination. I usually take a quick glance at my iPhone map app to verify we're not going out of our way. If you suspect you are taking a long route, copy their name and taxi permit number which will be displayed in the front of the cab and report it to the area taxi commission. The hotel can help you.
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