Ok, I know, I’ve been gone for far too long. You probably thought I
had faded into the brand bone-yard, like memorable brands of the past – Circuit City,
Pets.com, Napster, Enron, Bear Sterns… Well, don’t count me out so fast. I am back
and stronger than ever.
The last month has been an absolute whirlwind, with one of my
biggest life changing events being emergency surgery on my neck as the result of an
unfortunate encounter with a chiropractor. If the term “neck” is ever used as a key
message or to represent the brand of a chiropractor, turn around and run out the door.
As my doctor told me shortly after my unfortunate experience, “never let a chiropractor
touch your neck.” I can guarantee I will live the rest of my life with those words
etched in my mind (and so should you)!
Thankfully, I am feeling 100% better after the surgery and am
more excited and energized about helping our clients and leaders manage their brand/culture.
Regardless of how I have been feeling , I am a constant sponge
for soaking up good and poor brand/culture experiences. In my pain medicine induced
existence over the last few months, one amazingly poor customer experience comes to
mind.
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Once upon a time in an airport far far away…
6:00 a.m. Arrive Rochester International Airport for flight to Boston to speak to
a group of industry leaders
6:15 a.m. I complete the security procedures and learn my US Air flight has been delayed
with no information about how long the delay might be
6:20 a.m. I approach the check-in counter
6:20:25 a.m. As I approach the counter, I see a man behind the counter. He’s leaning
on the counter and just has that look like I should be ready to apologize for being
a customer. I courageously continue to approach
6:21 a.m. Desiring to understand how long the delay might be, I open up my mouth and
begin speaking (actual transcript)
Me: “Good Morning, Sir. Can you tell me how long the flight to
Boston is delayed?”
Angry US Airways Gate Attendant: “Two Hours.”
Me (curious why flight might be delayed): “Do you know why the
flight is delayed?”
Angry US Air Gate Attendant (raised voice, annoyed, leaning on
counter): “”THERE ARE LOTS OF FLIGHTS DELAYED. THIS PLANE COULD NOT GET IN LAST NIGHT BECAUSE OF WEATHER. ATLANTA IS DELAYED, WASHINGTON, BALTIMORE…(he continues listing off one after another, but meanwhile the departure monitor only shows two flights delayed).
Me (calm, with a hint of sarcasm): “Thank you for yelling at me.”
Angry US Airways Gate Attendant: “YOU’RE WELCOME. I ANSWERED YOUR
QUESTIONS, DIDN’T I?”
6:23 a.m. I walk away from the ticket counter with continued understanding of why
US Airways is flirting with bankruptcy on a regular basis.
