Delta Airlines apology letter for flight delay

I experienced a flight delay on February 21, 2011 flying on Delta Airlines from Atlanta to Chicago. The delay was the results of two events: 1. An equipment problem. It was announced as a fuel leak. 2. Weather conditions in the Chicago and the Mid West created flight delays and cancellations across the country. I believe the total delay was Read More …

Don’t undervalue your services

Several weeks ago I filed a request for an account credit with a strategic partner due to violations with our service level agreement (SLA).  During the previous months, this partner had failed to deliver its contracted service at levels noted in the SLA for availability.  My team and I had access to a website with information, but the information was Read More …

Three tenets of customer focus competency for organizations

I’m not a customer service professional by title, but I write a good bit about “customer focus” and its importance to a business.  As I interact with businesses in my personal and professional life, I’m always looking for those that exhibit world class customer focus. A marketing professor once told me that everyone is a salesman and marketer in their Read More …