Friends,
While sitting at Chicago’s O’Hare airport in front of a computer/iPhone charging station a few weeks ago, I began to feel angry at the realization that the airline had few options for getting me back home. Moreover, they were unapologetic about the inconvenience. I succumbed to my situation and began reading the Naples Daily newspaper online. One particular headline hit me very hard and made me realize that all of my personal angst meant nothing. Things could be worse, and eventually I would get back to Naples and my life, as I know it, would go on. But my feelings toward United Airlines may never change, however. That simple moment made me evaluate the state of customer service. Being inconvenienced is not fun. It can do great damage to a reputation and those hurts run deep. A few days later I called a meeting with my management team to discuss plans for the fall. On top of the list was how to improve our customer care processes. Specifically, how we take reservations. It was agreed that Ridgway would promise to provide a reservation for exactly what the customer wants. We’ve always done our best to accommodate diner requests, but it doesn’t go without saying that this process often has glitches. Regardless of technicalities, we agreed to do the following: When you call for a side porch table reservation, you will be reserved for just that. However, if no side porch table is available at the time you specify, then we’ll let you know when one will be available or provide additional options. You will not be promised something we can not deliver when you arrive!
Your Friend,
Tony
