Dave Naffziger’s Blog

An oxymoron? I’ve traveled United and USAir extensively, and don’t have a single story like either of these:

Southwest

Several weekends ago, I booked two one-way flights from Seattle to Reno. Yes, both in the same direction. I probably had the cheapest tickets available as I had booked the flights way in advance.

I realized my error at the checkin counter in Reno airport. I thought I was either: Not flying to Seattle that night; or buying a really expensive ticket.

Instead the Southwest agent smiled warmly, commented that I looked like a ‘nice young man’, invoked a little known privilege and put me on the flight with no ticket.

JetBlue

Last week my wife attended an American Marketing Association meeting that was supposed to feature a Sonja Hagen, a Jet Blue Sales Manager, on brand management during a time of crisis.

Unfortunately, Sonja missed the event. Entirely. And didn’t let anyone at the AMA know.

Several days later, Sonja sent this personalized note to my wife (and presumably all the meeting attendees).

It is to my understanding that you attended the Puget Sound AMA monthly meeting last Wednesday, September 12th in Seattle. This email is my opportunity to sincerely apologize for my absence from the event. I was scheduled to give a presentation on brand management during a time of crisis. Last week was a time of crisis for me, since I have never in my professional career not followed through with a scheduled commitment. I am truly and deeply sorry for my absence at your event, as well as any inconvenience that my absence presented to you, AMA leaders, and membership.

I would have loved to have shared the JetBlue story with you and the things that we have learned over the years regarding our brand, marketing strategy and customer loyalty. Unfortunately, I did not get that opportunity and would love for you to experience our product first hand. Please accept my apology and this complimentary roundtrip travel certificate on JetBlue Airways. It is my hope that you will allow JetBlue the opportunity to serve you in the future.

Mistakes and errors are unavoidable. Nothing tells you more about a company or an individual than how they handle their mistakes and yours.