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Monday, May 11, 2009

Who Would You Choose?

I’m reading an article in the paper and I’m thinking, “which company would you choose to do business with?” This is a perfect example of two (very different) views on customer service. By that I mean that one company displays an understanding of customer service and provides it, and the other does not.

The swine flu is causing concern around the world and many businesses are taking precautions, for their operations, their employees, and their customers. In The Tale of Two Airlines, those precautions look quite different.

Hawaiian Airlines and Alaska Airlines announced their new policies for blankets and pillows on flights between Hawaii and the mainland U.S. Hawaiian Airlines will change their pillows and blankets every day, at least while the flu is still an issue. Previously, they changed the blankets and pillows every three days. Alaska Airlines, by contrast, will no longer provide blankets and pillows.

So Hawaiian Airlines increases their level of services (amazing for any airline these days), while Alaska drops their service down another notch (which is also amazing for any airline since customer service and airline can hardly be used in the same sentence anymore.) I know which company I’ll choose to do business with.

Which company are you? Are you the one that customers choose to do business with? Or are you the other guy?

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