02-16-2010
02:00 AM
Charging heavy/wide customers more? Everyone seems to agree with that. Charging narrow/light customers less? I don't see that happening. The parallel I'm seeing is that insurance companies get rid of the expensive sick customers. Handling these people should be considered a cost of doing business and the cost distributed among the fares for everyone. I know that's not very PC these days, but it is the way most successful businesses establish policies that ensure success, like "satisfation guaranteed", and "impeccable customer service". Who pays when they spill their coffee in a cafe? No one! It's wiped up with a smile and a new cup plunked down with a smile! That's the Southwest Airlines I've flown for years. You guys have a great plan that ensures happy customers, don't let the bean counters mess it up.
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02-16-2010
01:59 AM
Charging heavy/wide customers more? Everyone seems to agree with that. Charging narrow/light customers less? I don't see that happening. The parallel I'm seeing is that insurance companies get rid of the expensive sick customers. Handling these people should be considered a cost of doing business and the cost distributed among the fares for everyone. I know that's not very PC these days, but it is the way most successful businesses establish policies that ensure success, like "satisfation guaranteed", and "impeccable customer service". Who pays when they spill their coffee in a cafe? No one! It's wiped up with a smile and a new cup plunked down with a smile! That's the Southwest Airlines I've flown for years. You guys have a great plan that ensures happy customers, don't let the bean counters mess it up.
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