Comments on: Delta Skelter won’t ground the airline http://marketingconversation.com/2008/07/21/delta-skelter-wont-ground-the-airline/ Digital PR and Social Media Marketing Fri, 18 May 2012 23:54:07 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Jonathan Trenn http://marketingconversation.com/2008/07/21/delta-skelter-wont-ground-the-airline/comment-page-1/#comment-2892 Jonathan Trenn Mon, 21 Jul 2008 11:28:36 +0000 http://marketingconversation.com/2008/07/21/delta-skelter-wont-ground-the-airline/#comment-2892 I mentioned this to a friend of mine who works for Delta as a mechanic. I've seen him complain about customer service on other occasions and regarding other companies. His response? First a pause, and then, "Well, we're still the second largest airline in the US." A "you can't please everyone" mentality. Macro thinking. While it's not in his job description to address the problem, he was gaging the situation by how formidable the corporation is. Not on the customer and how that same corporation could address needs. That's micro thinking. That's thinking that most people have and probably reflects the corporate culture that's driven into employees. It's that type of thinking that will do them in. And it's ridiculous that you haven't received that voucher. They should at least develop some sort of process to get you that immediately. I mentioned this to a friend of mine who works for Delta as a mechanic. I’ve seen him complain about customer service on other occasions and regarding other companies.

His response? First a pause, and then, “Well, we’re still the second largest airline in the US.” A “you can’t please everyone” mentality.

Macro thinking. While it’s not in his job description to address the problem, he was gaging the situation by how formidable the corporation is. Not on the customer and how that same corporation could address needs. That’s micro thinking.

That’s thinking that most people have and probably reflects the corporate culture that’s driven into employees.

It’s that type of thinking that will do them in.

And it’s ridiculous that you haven’t received that voucher. They should at least develop some sort of process to get you that immediately.

]]> By: Joseph Jaffe http://marketingconversation.com/2008/07/21/delta-skelter-wont-ground-the-airline/comment-page-1/#comment-2891 Joseph Jaffe Mon, 21 Jul 2008 11:05:10 +0000 http://marketingconversation.com/2008/07/21/delta-skelter-wont-ground-the-airline/#comment-2891 I think the important point here was that I wasn't overtly trying to take them down. As I mentioned, I "was" a customer. What did end up happening was a live customer service example, where they demonstrated their inability to "join the conversation", even with everything being presented on a silver platter. They literally closed up shop, dug their heels in and ignored me in the end. Sad really. No one really one this particular battle PS I STILL have not received the $300 voucher for future travel and the upgradeable vouchers. No follow up communication. No follow through. If you think about it they've actually taken a giant step backwards throughout this process. I think the important point here was that I wasn’t overtly trying to take them down. As I mentioned, I “was” a customer.

What did end up happening was a live customer service example, where they demonstrated their inability to “join the conversation”, even with everything being presented on a silver platter.

They literally closed up shop, dug their heels in and ignored me in the end.

Sad really.

No one really one this particular battle

PS I STILL have not received the $300 voucher for future travel and the upgradeable vouchers. No follow up communication. No follow through. If you think about it they’ve actually taken a giant step backwards throughout this process.

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