The Consumerist posts the account of a Southwest Airlines ticket holder whose departing flight was delayed four and a half hours, while her return flight was a half hour delayed.
When she got home, she found in her mailbox a voucher from Southwest Airlines for $200 (her original round trip ticket cost only $100) along with a letter explaining the flight delay.
I fly Southwest Airlines between Manchester, NH and Chicago's Midway at
least a couple of times a year. I can vouch for the airline's extraordinary service. It's based on friendliness, civility and respect for its customers.
That's it, folks. Good customer service. That's the big secret to turning a profit for 33 straight years while your competitors are fighting off bankruptcy.
You'll find the importance of customer service written about in every marketing textbook, lectured about in every MBA program, and referred to in countless advertising campaigns.
So why don't more companies practice good customer service?
Stat source: Hoovers