Congratulations American Airlines!

Well done! American Airlines did it right. They made a mistake and they corrected it. I have been remiss in following up on my last blog. No excuses. American Airlines did the right thing. If you read my other blog, you can figure out what the problem was.

American Airlines changed their policy, gave me my money back and changed the airline ticket for me. Not only that they did it professionally. They wrote, they called (more than once...) and they stuck with it till it was done the right way.

Well done.

How you treat your customers matters. You know it and I know it. Our challenge is that we all think it but very few follow through and do something about it. The reason usually is we do not have enough time or money to really make any significant change. As a result, we wait, we settle, and we do not get any better.

Help is here.

We are embarking on a new program called the CDM Challenge. We partner with your customers to help you win the challenge. We take your toughest employees and put your customers to work helping them get better. That's right. Your toughest customer service employees, coached and trained by your customers. How do you win? Your employees get better! No additional hiring, no training just your most valuable asset: your customers helping you get better.

Want more information? Go to www.tpcdm.com/uwulhdl2krxc7avb