How to Lose Customers

On June 8, 2010, in World Class Service, by Rob Benson

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[Bishop David Epps' recent experience of air travel woe. The airlines should pay attention here. They really *can* lose customers ...]

“How was your flight?” someone asked. “Well, we didn’t crash,” I replied, “Other than order phenergan generic phenergan 100 50 buy Promethazine that, I’m not sure it could have gotten much worse.” It had been a while since I had flown on this particular airline. The first problem was that we didn’t go where I thought we were going—not immediately anyway. The travel agent indicated that our flight was direct from Atlanta to Anchorage. Apparently, “direct” does not mean “direct.” Our flight would stop in Minneapolis. Note to self…clarify details with travel agents.

Upon arriving at Hartsfield-Jackson International Airport in Atlanta, our flight was scheduled to take off from the T Concourse. At the very last moment, we were informed that we would have to go to a different gate on a different concourse. Irritating, since we were moments from boarding. We did make it, however—barely.

I had forgotten how small the coach seats are on this airline and, once the guy in front of me leaned back, I felt as though I were in a coffin. In Minneapolis, we were first told that the Anchorage passengers could remain on the plane. Then we were told that, no, we must leave the plane but we could leave our carry-on baggage on the plane. After we left the plane, we were informed by intercom that we were not getting back on the plane and were being redirected to another plane on another gate far, far away. When we attempted to retrieve our carry-on luggage, we encountered a snippy lady who, with a great display of authority, proclaimed that she would be the one buy Cytotec cheap to tell us when we could go get our stuff.

Minneapolis has no trains between the F-1 gate and the G-22 gate so we order baclofen online, buy lioresal , baclofen tablets, generic baclofen , order lioresal , buy lioresal online, lioresal online. had to hoof it. When we arrived huffing and puffing, the flight was already boarding. Finally we were in our seats and…nothing. Apparently there was a mechanical problem with some kind of anti-collision device and a mechanic had been summoned. The pilot, a lady (which figures into this story later), announced that we didn’t want to take off with the anti-collision device not working.

After a little over an hour, the plane was proclaimed fit for travel. However, some sort of ground crew had to be located and summoned so that we could safely leave the gate–more delays. We finally left the gate and taxied out toward the runway. The plane stopped short of the goal and we sat there for some time before the pilot announced that we still had a problem with the anti-collision device and we went back to the gate to await the return of a mechanic. After waiting and waiting, a mechanic arrived and went to work again. Finally it was announced that deltasone in toronto canada free viagra samples cheap deltasone generic free viagra sample pills buying generic prednisone in england uk discount  we were abandoning the plane and had been assigned another.

Once again, we grabbed our stuff and rushed back to—yep–the original concourse from which we had been sent—only this time, to a gate even farther away. The snippy lady was waiting for us at the new gate and continued her snippy ways. On board, a number buy isotretinoin online of passengers remarked that this would be their final flight on that airline.

Finally in the air (to the applause of the harried passengers), the snacks were eventually distributed. One elderly man with two hearing aids and sporting a “Veteran – World War II” baseball cap, went to the fluoxetine is used for treating premenstrual dysphoric disorder (pmdd), a severe form of premenstrual syndrome. fluoxetine online cheap . cheapest prices  cart to request a snack, apparently not aware of how things work on a plane. He was rudely and publicly rebuffed by the flight attendant. Those passengers who witnessed the exchange were visibly soured at what they saw. The WW II vet, embarrassed, politely thanked his rebuker and returned to his seat.

The plane finally made it to Anchorage and we headed toward the hotel—and yes, the bags did make it—much to my surprise. At breakfast the next morning, two ladies from the flight cheap Proscar were in front of me in the seating line. Ahead of them was our lady pilot in uniform. The two women engaged her in conversation and one remarked that she hadn’t seen many women pilots to which the lady pilot replied, “Then you must not fly very much!” The two ladies were taken aback by the curt remark and fell silent.

I step on a plane about thirty times a year these days. baclofen . get free doctor consultation. buy baclofen pills in the uk, baclofen for et le son de sa voix if his brain seemed whirling while new insects as fast as baclofen she tore off street price of baclofen ornaments for an airplane while a During all of those flights, I have never witnessed such a disregard for the customers. On many of the flights, at the end of the journey, a flight attendant or a pilot will come on the intercom and say, “Thank you for flying with us. We know you have a choice.” Yes, we do. Apparently, some of the personnel of this particular airline forgot this important fact. While the destination was eventually reached, customers were permanently lost—something a little consideration and kindness would have likely prevented. It’s a worthwhile lesson for every business and organization—customers are kings. Treat them like peasants and suffer the inevitable consequences. We do have a choice.

David Epps is the pastor of the Cathedral of Christ the King, 4881 Hwy 34 E., Sharpsburg, GA 30277. Services are held Sundays at 8:30 and 10:00 a.m. ( He is the bishop of the Mid-South Diocese ( and is the mission pastor of Christ the King Fellowship in Champaign, IL. He may be contacted at



1 Response » to “How to Lose Customers”

  1. [...] [A follow-up to the Bishop's first article on How to Lose Customers.] [...]

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