Big companies often get a lot of criticism.  As a result, it is only fair to give them a compliment when they deserve it.  That’s my view anyway.  Here is a case of American Airlines solving a problem… 

Last week, I was on a flight from DFW to Portland (OR) aboard American.  The flight was delayed due to weather for eight hours.  The luggage was on an indirect flight with one leg of the trip going through a different airline.     

American set the expectation by telling me that the luggage was not going to be on my flight and would arrive later.  They also provided specific instructions for dealing with the situation. 

As expected, the luggage was delayed.  American committed to deliver the luggage the following afternoon by shipping it to the nearest airport and then having someone physically drive the luggage for two hours to bring it to me. 

This was done at no additional charge.  It took a bit longer than they expected because there were so many flights delayed.    

The destination was in the middle of Siskiyou National Forest on the Rogue National Wild and Scenic River.  Nonetheless, American walked its talk!

Having a plan, setting expectations, and communication helped American meet its customers’ expectations.  What does this mean for your business?

Filed by Coleen Davis at 1:17 pm under Achieving Goals, Business Acumen, Corporate Citizenship, Planning Tips