Comments on: It’s always, all about the people! http://arnoldwaldstein.com/2009/09/its-always-all-about-the-people/ Ideas on technology, brands, wine and human behavior Sun, 05 Feb 2012 23:52:00 +0000 hourly 1 http://wordpress.org/?v=3.1.3 By: Sid Monroe http://arnoldwaldstein.com/2009/09/its-always-all-about-the-people/comment-page-1/#comment-4 Sid Monroe Fri, 04 Sep 2009 22:56:41 +0000 http://arnoldwaldstein.com/?p=7#comment-4 Unfortunately, airline nightmare travel stories are far too common now. In August I was returning from Burlington, VT to Santa Fe, with my two kids, which required 2 connections. First US Air flight was 3 1/2 hours late departing. I was constantly assured we would make connections. When we arrived and I missed last chance to connect out of Philly by 8 minutes (and the gate agents had left, despite there being 6 people making that connection); the customer service desk was overwhelmed and the agents yelled to the line "call the 800 number". I wandered through the airport and finally found a gate agent that rebooked me, after 3 tries with different agents. The agent provided overnight hotel and meal vouchers. I got back to Santa fe 24 hours later. Unfortunately, the uncaring attitude of other agents is what remained with me. As a gallery owner I often think we are the ultimate in customer service, because on the one hand no one "really" needs art. (Of course, I can counter that!) I agree with Arnold, its the people "who care whether in front or behind the system make it work". Unfortunately, airline nightmare travel stories are far too common now.

In August I was returning from Burlington, VT to Santa Fe, with my two kids, which required 2 connections. First US Air flight was 3 1/2 hours late departing. I was constantly assured we would make connections. When we arrived and I missed last chance to connect out of Philly by 8 minutes (and the gate agents had left, despite there being 6 people making that connection); the customer service desk was overwhelmed and the agents yelled to the line “call the 800 number”.

I wandered through the airport and finally found a gate agent that rebooked me, after 3 tries with different agents. The agent provided overnight hotel and meal vouchers. I got back to Santa fe 24 hours later.

Unfortunately, the uncaring attitude of other agents is what remained with me. As a gallery owner I often think we are the ultimate in customer service, because on the one hand no one “really” needs art. (Of course, I can counter that!)

I agree with Arnold, its the people “who care whether in front or behind the system make it work”.

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