Thread: WSJ: "An airline That Makes Money. Really"
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Old 02-04-2012 | 08:40 AM
  #9  
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Bucking Bar
Can't abide NAI
 
Joined: Jun 2007
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From: Douglas Aerospace post production Flight Test & Work Around Engineering bulletin dissembler
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Originally Posted by NuGuy
When you outsource, you are no longer interested in making your customers happy, because you have no contact with them. Nor is the outsourcer...your customer is NOT their customer.

There is a LOT of money to be made in the margins. Everyday I deal with people in my sideline that are absolutly sick and tired of crap service. Vendors that don't deliver, no service after 5 or on weekends (no one to even talk to), service providers that provide no service...because THEIR contract is signed and they have your money already. THEIR business plan is to get your money then game the contract to produce THEIR profits by reducing costs by giving the least service (to your customers). It boggles the mind to think that anyone who is actually interested in providing good service sees this as a good idea.

I had an business epiphany one day...I was standing in line behind a well heeled gentleman. He was literally waving his money at people begging them to take it. I was astonished.

Nu
Nu,

Flying for one of the regionals, we got to see first hand how lousy customer care results in a situation so bad that the US Congress got involved. Here's the checklist management followed.
  1. Mega Regional got paid a "performance bonus" for completion factor
  2. A flight completed hours later, after a divert, is still "complete" and gets the bonus
  3. Mega Regional tells subsidiary completion factor must improve
  4. Subsidiary Management tells dispatch, NEVER CANCEL ANY FLIGHT
  5. Subsidiary Management tells Captains, "Fly to your destination, you have fuel for the divert, you have no discretion in the matter, it is legal"
  6. So airplanes go to little airports in the middle of foggy nights and divert. Passengers get stuck on airplanes while screams at Captains to keep passengers on airplanes over night.
  7. Passengers don't enjoy spending the night on 35 to 66 seat airplanes with no food or water.
  8. Passengers get the government to regulate when the legacy airlines refuse common sense, giving us this:
Press Release | U.S. Department of Transportation
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