Slap Shot..... By Art Rothafel

Talk about "taking it" in the chops!  Does this apply to your club or studio? Here's my experience with Frontier Airlines:

Three weeks ago I booked a flight from S. Cal to Denver on Frontier Airlines.  But, then, my lovely wife and daughter looked at the calendar and discovered my brief trip was during Presidents Weekend (no school) and  they could join me if I was willing to extend my trip by three days.

Figuring this was plenty of advance notice, I said O.K. and immediately called Frontier Airlines.

I got a reservation agent on the phone and explained the situation.  But GET THIS... She was unwilling to change my original booking without charging me an additional $105 change penalty.... THIS.. DESPITE THE FACT THAT I WANTED TO PURCHASE TWO MORE RESERVATIONS $700!!!!!   

I asked to speak with the Customer Services Manager.  Same story.  In fact, the young man actually REPRIMANDED ME for not reading the fare rules and policies! 

So, in effect, they were ready to penalize me for spending more money on their airline.  This is OUTRAGEOUS... not to mention incredibly bad marketing.  Just think of the ill feelings and negative word-of-mouth this creates. (I, alone, communicate with thousands!)

Nonetheless, I booked the flights and paid the penalty.  HOWEVER... being an "action guy," I wrote to the President and CEO, Sean E. Menke, to let him know of the situation and my experience. Here's why...

I'll bet that the Mr. Menke has no idea that his Customer Service Representatives are treating Frontier's customers so poorly.  I'll bet that if he knew the situation he'd waive the penalty fee and say "Thank You for flying Frontier Airlines."   I'll bet he'd recognize how bad it is for "policy" to trump "excellent customer service."  After all, he wouldn't be CEO if he didn't understand this stuff.  And most of all, if enough people complain... I'll bet as CEO, he'll change it on-the-spot. (In fairness, if he responds to my letter, I'll update this blog).

This brings us to YOU.... your staff your members/clients.  Do you really know what's going on?  Do you know how your members and clients are being treated.  Are your frontline employees empowered to make common sense decisions to accommodate customer satisfaction... or are they constrained by "policies?"

At our company, we often ask ourselves, "How big can we grow before we become out of touch with our customers?"   And, even more importantly, how will we respond if one of our customers feels like he or she just got "sucker-punched?"

To your continued Success!
Art Rothafel
art@privatelabelfitness.com
www.privatelabelfitness.com
tollfree:  800-340-7011