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 "Our Take"
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"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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6/7/07 - Airline Bill of Rights
In yesterday's column, I discussed how current U.S. Department of Transportation customer service rules did little to improve customer service. I went further to suggest these rules may actually be getting in the way of fostering better service because the airlines look to the rules rather than the opportunity.
Not everyone agreed with me. Truth be told, I doubt any of my positions have ever enjoyed 100% concurrence. That's OK because the point of this column is to hear all sides. One reader suggested that what the airline needs is a "consumer bill of rights created, attested to, and signed by all carriers." I know JetBlue made strides towards such an initiative in response to difficulties they faced earlier this year but I have yet to see much from other airlines.
As an airline passenger, the last thing I want is a bill of rights that each airline is forced to follow. Rather, I would like to see the rules dictated by market demand and opportunity. When price regulations went away, we saw extraordinarily aggressive airfares. I bet we would see the same thing on the service side if the customer service regulations went away. Am I simply a naive romantic of the free enterprise system or am I on to something? What do you think?
Gary Lemke, Publisher
(Share your thoughts)
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