I’m standing in line, boarding a Southwest Airlines flight. I’m in the B boarding group (B20) and know I will have no problem securing a window or aisle seat. Meanwhile, the couple in front of me is complaining about the boarding procedure – “its too long”, “It takes forever”, “I feel like we’re being herded”. Now, while everyone is entitled to their opinion, these two people are wrong.
Southwest has the fastest gate turn-around times, the fastest passenger load times, the highest percentage of on-time flights, it consistently has the lowest fares, and the service (in my experience) is always top notch.
These customers are experiencing the same things that I am experiencing. They paid less, are receiving better service, are boarding the plane faster, and wile I am happy, they are not. And even though, as people, they are wrong, as customers, they are right. So how do you help your customers see the bright side? How do you get them to acknowledge everything you are doing well? I don’t know the answer, but telling them that they’re wrong (even when they are!) certainly won’t help.