Comments on: How USAir Turned My Grumpy Mood Around

By: Jason Broaddus

Jason Broaddus — Sun, 25 Oct 2009 11:22:03 +0000

Being human and connecting it's so often lost during customer service, I always feel like a number/statistic on a chart when dealing with companies as an dissatisfied customer. Usually all I feel like they want to do is shut me up or in your case stuff a cookie down your gullet, but instead of just the cookie you made a real connection with a person. Thanks for the post.

By: Jason Broaddus

Jason Broaddus — Sun, 25 Oct 2009 06:22:03 +0000

By: zaneology

zaneology — Thu, 11 Jun 2009 14:06:43 +0000

It's nice of you to notice their effort instead of taking for granted that they are just “doing their jobs well.” Recognition, appreciation and reciprocation of positive acts can change the world. We can always make a difference – whether it's positive or negative – is up to us.

See you at 140conf.

By: Internet Marketing, Strategy & Technology Links – June 11, 2009 « Sazbean

Thu, 11 Jun 2009 12:03:43 +0000

[...] How USAir Turned My Grumpy Mood Around (Chris Brogan) [...]

By: Lauren McMullen

Lauren McMullen — Thu, 11 Jun 2009 05:06:53 +0000

I don't think that flight attendants get near the respected they deserve. They have to calm the nerves of the scared, change the attitudes of the annoyed and in a moments notice become the life line to their passengers during a crises such as when flight 1549 had to ditch in the Hudson in Jan.

By: RedBaron007

RedBaron007 — Thu, 11 Jun 2009 04:01:10 +0000

Thanks so much for passing along a positive experience. As a US Airways Express pilot, it's rewarding our efforts don't go unnoticed. This experience is also great insight for those crews and ground workers who don't seem to deliver quality customer service. Thanks for flying with US!

By: Chris Brogan

Chris Brogan — Thu, 11 Jun 2009 02:25:52 +0000

But of course. : )

By: Eleanor Biddulph

Eleanor Biddulph — Thu, 11 Jun 2009 02:12:09 +0000

Chris – great meeting you today. The above is just what we try to help our customer service teams understand – problems will happen. It's a fact of life. What the customer will remember is how we respond when a problem comes up. Your story is another example we can use to reinforce the idea. Hope your trip back home goes smoother!

By: Lauren

Lauren — Wed, 10 Jun 2009 23:57:42 +0000

And it didn't cost them a penny! Quite the lesson indeed. (And a far cry better than West Jet, which makes unwilling passengers play games, pitting 1 side of the plane against another for first off privileges. *Shudder*).

By: JPersch

JPersch — Wed, 10 Jun 2009 23:49:10 +0000

Next time you fly out of ManchVegas drop me a line and we can do lunch. Haven't seen you since I dropped the scene….603.521.0558