Monday, December 15, 2008

Customer service: How to do it right

I have been so busy blogging over at my main blog, I feel like poor, little JetBlue has been ignored.

So, in the name of holiday spirit and fellowship, I'll post a recent experience as an example of how to treat a customer, in the hope that JetBlue can take a hint.

I do a lot of running and right now I am training for my second marathon. Since I am not particularly fast, that means hours slogging away all by myself. I pass those hours by listening to my iPod. Over the years, I have tried out different headphones looking for the perfect combination of sound, comfort and stability (i.e. they stay in my ears while running.)

After years of trial and error, I landed on the Klipsch Custom 3. They are, without question, the best sounding earphones I own. They stay firmly in place no matter what and remain comfortable for 4-hour plus runs.

I bought a pair in April and have been using them heavily ever since.

A couple of weeks ago, I noticed that the sound was "scratchy" and traced it to the cord near the headphone jack. I called Klipsch customer service. I spoke to someone right away, who immediately e-mailed me a return authorization and I sent them back.

About a week later, a brand new pair shows up, via FedEx, at my front door. No hassle, no hardship.

Of course, this is exactly what Klipsch should have done. They knew that the product they sold me did not live up to their standards or promise and made good on it.

This, along with my positive experience earlier this year with Steelcase office furniture, restores my faith in American companies and their ability to deliver quality products and stand by them. (In contrast to why I think a good portion of the American auto indstry should be left to die.)

Also contrast that to JetBlue, who insisted on stranding me for three days, yadda, yadda, yadda.

Am I a Klipsch customer for life? You bet.

Am I suing JetBlue? You bet.

Not rocket science, is it JetBlue?

See you in court in exactly one month!


morgan said...

You run for four hours?

Anonymous said...

get a life already...being sent a new headset is not the same as trying to get on a flight that does not have room or can not fly bc of weather

Bill Baker said...

Anonymous - clearly you don't actually read this blog. JetBlue did not cancel my flight due to weather or because there was no room. They cancelled it because they did not have a crew. And they couldn't re-book me for three days. That's poor planning and lack of support for a product that I already paid for.

Pay attention and you might learn something. Since you no doubt work for JetBlue, pay EXTRA attention.

Anonymous said...

The reason there was no crew was in fact due to weather Mr Baker... you pay attention. Look up the FARs...thats Federal Aviation Regulations incase you were not aware. There is only so many hours a crew is allowed to work. Would you want to evacute a plane with fatigued flight attendants??? Or would you like to have fatigued pilots landing your plane??? I wouldnt and Im sure no smart person would. If a flight is full that means there is NO ROOM for you...hence not being able to get on a flight for 3 days. I do pay attention and I know what I am talking about. Don't get me wrong I understand your frustration with having your flight cancelled and being stranded somewhere...I have had it happen numerous times. Its the chance you take when flying. Especially to and from the northeast. Like I told you before it is impossible for ANY airline to keep a spare crew and for that matter, plane, in EVERY city they fly to. Go take a class on Logistics or something

Bill Baker said...

Um, OK. I am sure THAT argument will win over converts to the airline position that even though we sold you something, you'll have to live with the notion that we do not always have the facilities, people or business sense to actually deliver it.

Let's go with that.

Bill Baker said...

Oh and one more thing: Our flight was supposed to depart Portland at midnight. They made us wait in the airport all night, until 5:00 AM, when the pilot on the inbound flight got off the plane and informed the waiting passengers that the flight was cancelled due to lack of crew.

Are you telling me that JetBlue did not know before that pilot walked off the plane that there was no crew? He found out at that EXACT moment and not one second sooner?

I doubt it.

And since JetBlue no doubt DID know that there would be no crew, why didn't they at least staff the ticket counter with more than one (and eventually two) people to deal with 150 angry and confused passengers?

Why didn't they offer food vouchers? Why didn't they put people up in hotel rooms for three days? Too costly? Oh well. So much for bringing 'humanity' back to air travel.

Anonymous said...

hmm none of that sounds right but i don't know. all good points if true. the only thing i do know is that sometimes its literally down to the second on whether a crew is or is not illegal...often depending on the hourly block time they've flown for the day...they may have just realized it then when the flight plan came out for that flight, in which case it would have been a last minute thing....