Jan 20, 2022

San Jose Del Cabo, MEXICO – “I’m missing my phone!”

We had just taken out seats for the 4:50 AM flight out of Quito, after a run-around from hell. Just 20 minutes earlier, as our boarding passes where being scanned, we were told we had to get out of the line and follow this security guy because there was an issue with our checked luggage.

Say what!?

Firstly – why was there an issue with the luggage and does this mean we’re going to miss our flight? There was only one a day and we had already been forced to fly one day later than we had planned. More on this later….

(For those new to this thread, my wife and I have been traveling Mexico and Panama and are currently living and exploring Ecuador. You can find those back issues here.)

My wife was fuming, and I wasn’t feeling too good myself. No one usually is with only 2-3 hours of sleep. I had visions of being taken on a 30-minute walk through a labyrinth of stairways and corridors. Into the bowels of the airport.

The walk, it turned out was gracefully short. Basically, to a room directly below the departure gate. There, workers were milling about, waiting to load bags, after being checked by some security personnel. Great, I thought. We’re being busted for all those vitamins and digestive pills we took out of their bottles so we could stuff all the new things we had purchased, into our bags.

Funny thing about being stopped by any enforcement personnel. You always feel guilty even when innocent. “How much will we have to pay these guys?” is the next question you ask, since the stories are legion in Ecuador, about being pulled over only because the traffic cops want to top up their monthly salary.

But no, nothing so dramatic. Simply a routine, random check. I guess, because it was over quickly. We ensured the bags were zipped up fully, then one of the idle baggage guys took them to a loading cart.

Then a wait ensued. Others were being processed the same way but no one, it seemed was interested or worried about getting us back onto the plane. Time was ticking.

Finally, a woman came down, escorted us back up.

But not to the departure gate. No, that would too easy. Now we were told we had to go through a security screening all over again.

I thinking, come-on, you think we acquired something incendiary while in your custody?

So, we put our carry-on, back through the machine, and walk through the x-ray.

This time, it lights up like crazy for me. What now?!

I’d forgotten I had some coins in my pocket from a purchase in the departure lounge. Oh yeah, there was my watch – and my phone.

Guy decides he better wand me and the thing bings and buzzes - now from the metal rivets of my jeans! Geezzz.

We get through this last hassle and hustle our way back through the whole duty-free area to get to the gate. They scan our boarding passes, and we board the plane. I’m hoping there is still some space for our stuff in the over-head bins since we’re now the last ones to board.

I sit down. Discover I don’t have my phone.

I’m just about to get up and walk out of the plans when a security guy comes on the plane, leans over to us and says, “Are you señior Tafel? Here’s your phone.”

I can tell you, that was one big surprise and, a huge relief. Losing that phone after such an ordeal sure would have put a negative spin on our travels for the country we were now leaving.

Our plans had been to stay longer in Ecuador. We had wanted to explore some of the coastal areas. But for many reasons, we had chosen instead, to fly back to Mexico and spend another month here. We’d heard from a contact that we might like Baja Sur, especially during winter, so we’re checking it out.

I had booked our flights some weeks ago. Received all of the confirmations. Gone through all of the hoops.

Then, just last week, our airline sent a cryptic email that there had been a change. Click this button, “Accept or Modify” but no indication of what change I was accepting or needing to modify.

When I clicked – I was taken to my, new, reservation, which was a day later. Further investigation showed that there now was, no flight on the day I had booked.

WTF?

I tried contacting the airline to find out what had happened. Was there some compensation they would offer us?

Naturally, the first time I called, not only could I not get agent; I could not even reach the oh-so-helpful, choose an option, automated voicemail hell all big corporations use these days; because heaven help us, they wouldn’t want to actually talk to a customer and help them out.  Right!?

When I eventually asked our hotel concierge person to try, they did succeed in getting a local office, which said, we are open Monday to Friday, 9 – 5. Like that was going to help.

A few days, later, the clock ticking, I was able to reach a real person, via the Canadian service line for the airline in question. And while pleasant, he couldn’t help me. All I got was a customer complaint email address, which isn’t available on the website. The reply I received after sending my complaint was ‘we are very busy, expect our reply in 25 days’!!!

Airlines, of course, are notable for having some of the worst customer service on the planet. It’s a wonder so many are still in business. Given the huge issues they’ve had from lockdowns, restrictions, sick staff, and huge swaths of the public afraid to travel at all, you’d think they would bend over backwards to help the few who are giving them money.  

Exhibit this kind of distain to your customers and clients, you can basically kiss your reputation and your business, good-bye.

Which begs the question.

How good is your customer service? How well are you setting up your customers’ expectations in the first place, so they do not feel let down when they perceive some lack thereof?

Good customer service is good marketing. It’s crucial for referrals, reviews, testimonials, repeat business and being able to charge higher prices – thus earn, bigger margins.

Have you hired a “silent” shopper? Called your support staff or your office? Verified that people are being treated the way you want to be?

If you haven’t, I recommend you do so. Today.

To your health and success.

- Hugh
The “Profit Accelerator” Expert
StreetSmartsMBA.org

 

P.S. Block off now an hour at 11:00 AM MT, next Wednesday, January 26. We will be hosting a live event entitled: "Covid Revenue Recovery Masterclass" | How to recover $50,000 to $75,000 in lost revenues due to Covid in the next 90-120 days. Registration link coming soon.

P.S.S If you’d like a professional examination of how where your business is at and how much better it actually could be, then take advantage of our “Profit Acceleration” business assessment offer.
-> http://profitacceleration.streetsmartsmba.org

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