These Moments of Truth for companies are so often defining and here we see another company founded on a supposed battle cry over exceptional customer service completely SCREW IT UP!
Linda may have had more social skills than the other SouthwestAir employees Kevin Smith talked too, she clearly felt she was "sent to deal with him". Her comment "this is so embarrassing to talk about" said it all. She was there to convince him he was too fat to fly and that is indeed what her blog entry said too. Yes, it was much more polite but in the end SouthwestAir and Linda had a corporate message to deliver.
SouthwestAir you lost another customer forever over this, and I am a normie as Kevin calls us. This is because you are a company that rewards it's employees who are devoid of human compassion. This is because you are a company that clearly doesn't care about people of size and most of all because you clearly don't care how your employees treat paying customers. And given the choice of where to spend my money - I give it to companies that do care about all of the above.
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