ExpressJet (XJT) Answers Accessibility Issues
Dr. Girlfriend is very pleased. ExpressJet did their due diligence and discovered that there were significant training issues that needed to be addressed. They then called Dr. Girlfriend and let her know that they understood how important it was to her that she be able to trust them to do their jobs.
As she related to me:
ExpressJet just wrapped up a phone conversation with her this afternoon where they answered all the issues in her letter. The XJT representative went a step further than simply acknowledging her letter, stating that the deficiencies she had presented in detail were verified with both airports, with ground crew, and with the flight crews.
They also took corrective disciplinary action with the Flight Attendant who had exacerbated the situation by not being baby friendly, and the rep told Dr. Girlfriend that they were focusing on family friendly actions.
Further, ExpressJet refunded her entire ticket cost and let her keep the partial $75 refund already credited to her account earlier by Ryan, the Sacramento XJT manager, for the initial innaccurate flight information.
Dr. Girlfriend told the representative that, after their actions and his call, she wouldn’t hesitate to try ExpressJet again within a few months.
This is the whole point of my blogging about Corporate Authenticity: it is the consumer’s right to detail issues so that others are made aware of them. Those ‘others’ include the corporation, potential clients and investors, and employees who may not be entirely aware of the impact of their actions.
And it verifies the cluetrain manifesto.
This Issue Is The Most Important Thing To ME
When I was working as a private investigator ten to fifteen years ago, there was one compelling fact I always held in my head while working a case:
My clients’s issue is their number one problem right now. No matter how routine or mundane this issue may be, no matter how awkward a social situation, no matter how personally risky my actions may be to help them, this is my client’s number one problem. And they’re trusting me to help them.
Reinforcing that standard in customer care is critical in any company. For those out there who wonder why I’m so passionate about Adobe and their work with RoboHelp, it should be clearly understood that I am bringing my research - my raw data and resources - out for others to examine. They can make their own decisions after considering all the information.
This works well for the consumers when Adobe, as ExpressJet, answers the problems with solutions. Solutions which make for a stronger product or in their case, support process.
Otherwise, as cluetrain states, consumers will go elsewhere. And become vocal.
Posted by Charles in Corporate Authenticity |
