This was a First ...

September 14, 2012

This week my seat on United Airlines got upgraded from economy to first class on my way down to High Point for pre-market. It was only on one leg of the trip, but hey, it was first class.

This did not cost United any extra to do since they were already going without a full load. Might as well make an impression on a few frequent travelers to keep them interested in the brand which is a very smart strategy.

But here's what was really interesting that I have never had happen before in most any environment whether it be airlines or retail or anything. I received a business card from the pilot, and handwritten on the back was the following note:

Michael Root, Thanks You for flying United! How can we earn more of your business? Signed by John, my captain with his email address and contact info on the front of the business card.

It was a very sincere unexpected gesture by an individual who represents a business that travelers love to hate. Obviously this made an impression on me since I saved the card and wrote about it for you.

So the question you can ask yourself is what can you do for your customers that is totally unexpected, gets their attention and is a sincere gesture of thanks for them doing business with you? The more impersonal the world becomes, the more the personal touch really stands out.

Good selling and thanks so much for reading my column....

Mike

Posted by Mike Root on September 14, 2012 | Comments (6)

Industries: Furniture Retailing , Business News , Homepage , Furniture People

January 7, 2013

In response to: This was a First ...
Yonas commented:

Good news: when you're a blonde (like you) the grays are way less naitceoble than when you have really dark hair (like me!) at least yours can pass off as highlights!

September 25, 2012

In response to: This was a First ...
Gerry commented:

In response to Jack's comment regarding Mike's blog, the majority of the current "decision makers" that set policy and procedures at the new United came from the "Continental" side of the marriage, and while Continental as a stand alone airline was able to do an outstanding job, the sheer size of the new united seem to be beyond the grasp of the current former Continental management. The effort taken by Captain McFadden to reach out to his passengers is commendable and should be something that other employees, not only in the aviation industry, should do. I'm sure that Captain McFadden's initiative has made a lasting impression on Mike Root!

September 18, 2012

In response to: This was a First ...
sam shannel goldfinger commented:

The 1st class reading in this publication is beyond what I ever thought would be presented ,the interesting subjects are so helpful in the pursuit of fine furniture making and selling that sometimes I wonder what other online information is out there to even compare to this info we get,amazing quality and direction,thanks for the great articles about our industry,go travel industry.

September 17, 2012

In response to: This was a First ...
Jack commented:

Mike:

I just read your post and couldn't help commenting. While you're point was well received,the company you chose to highlight was not. I had been for many years a loyal Continental frequent flyer who couldn't rave more about the airline. Their professionalism and their customer service was the envy of the industry and was consistently rated #1 among passenger satisfaction for 5 consecutive years. Along came the "merger" with United and everything changed. United, by the way, was year after year, at the bottom of the customer service satisfaction scale, and I now know why first hand!
Now, I will admit, having been upgraded many times in those years, I never received a business card from my Continental pilot, but then again, why would I need one? Over the past 18 months of experiencing the "United" way, I can't begin to outline the awful experiences I have encountered with them; not just late flights, but HORRENDOUS customer service and inadequate equipment, all at about 40% higher in fares.

I too flew to the HP premarket last week, on a different airline. One that charged $500 less for the same schedule. One I haven't flown for 10 years, but one that will now get a second look, even though I will never have the opportunity to be upgraded.

So, as I appreciate your column and the reminders you offer us that we all need from time to time, my guess is that the employee you encountered was a former Continental pilot who is more concerned about the future of his company than the powers to be at United!

Good selling and keep writing!

Jack

September 17, 2012

In response to: This was a First ...
ascot lamp chinn smith commented:

WHEN EVER WE GET TO FACTOY IN THE MAINLAND.WE ARE GIVEN GIFTS OF NOODLES AND RICE TO REMEMBER OUR STAY IN ASIA AND IN EVERY CONTAINER IS A LITTLE SOMETHING FROM CHINA TO REMIND US OF THE 1ST CLASS TREATMENT WE GET EVERY TRIP WE MAKE.JUST DONT FLY IN CHINA OR DRIVE IN CHINA OR WALK , IF ITS CHINA AND ITS NOT 1ST CLASS CHANGE PLANS ,EXPECT DELAYS AND PROBLEMS EVERY STEP OF WAY.PILOT DOESNT SPEAK ENGLISH.

September 16, 2012

In response to: This was a First ...
John McFadden commented:

Thanks Mike for your kind words. Glad you enjoyed the flight and especially the first class seat! We look forward to seeing you again soon on another United flight. Take care, John