I understand what you are saying. All I'm saying is that good customer service is good business. I would also say the attitudes of customers are changing. Advertising means little. Branding means little if anything. It's all about "show me". It is in this regard that Air Canada disappoints. AC has converted a life long customer to a life long critic. I will tell all my friends and family about my experience and urge them to avoid AC. Not to mention I am publishing this all to the web. How long do you think a company like AC can stay in business making life long customers as angry and upset as they have made me? ALL businesses have the challenge of watching the bottom line. AC isn't unique in this regard. The question is how do great companies like Apple, Nordstrom, IBM, Proctor and Gamble or Bershire Hathaway remain profitable AND offer great products and service. Companies like AC will either learn from their mistakes or fail- like GM or Chrysler.
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