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First Impressions – Customer Service (part 1)

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We have all heard, at one time or another, the expression “You only have one chance at a first impression.” Well during a recent trip to a tradeshow, I had the pleasure (and pain) of experiencing this saying through two different companies’ customer service.

Let’s start with the low point.(It’s always best to save the “dessert” for last.) I’m sure you fellow travelers have experienced some horror stories with airports across the country. Being that I’m seldom granted release papers from my desk at work, I am still a novice to airport experiences. On my return trip home from the show, I had the so-called “fortune” of getting on an earlier flight to my connecting city. Little did I know I would be landing in a city of “No Brotherly Love.”

After racing to my connecting flight, I found myself standing in line ready to board…but there was no plane. The flight was scheduled to leave in less than 30 minutes, but there was nothing. No announcements. No polite apologies. No explanations. My fellow passengers and I just stood around with blank looks on our faces wondering what the hold-up was. Tempers flared but were responded to with ignorance…and silence. Hours passed and no explanation. We were held prisoners without a reason. And when we approached the woman at the ticket counter to inquire about the status of our flight, we were greeted with a flip of the hand and a look of disgust. Needless to say, the personnel for this particular airline failed at all phases of customer service. I will avoid, at all costs, using their services in the future.

(…to be continued)

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