Let’s take first class seats on an airline. Now, it’s pretty common knowledge (I think) that domestic airlines do NOT provide as amazing of an experience that the international carriers do. Talk about Asian carriers, and you’re not even in the same ballpark. They just get it more.  However; I’m not sure even a seasoned business traveler realizes how much disparity there are among the domestic carriers in their offerings and experience.  Everyone knows that I’m a HUGE Continental fan (and no, they don’t pay me although I’m begging a lady who works for them that mentioned on Twitter that they were looking for social media – CALL US….please!)  And the past few weeks observations has made that even more so.  Here’s some things that Continental first class DOES offer that others do not. Specifically, I am speaking about Continental versus Delta/Northwest, and USAir – because that’s who I’ve traveled for the last month or so.  (I’d only travel my favorite airline if they offered routes from Phx to say LA without a stop via Houston!)

1. A newer fleet of planes.  I’ve heard the CEO of Continental talk about the youngest fleet of jets in his video on the plane, but it didn’t resonate until today.  A younger jet means less delays mechanically (like our hour long one today,) a much cleaner plane (the overhead bins in this old plane are disgustingly dirty,) a nice bathroom, and certainly more leg room – even in first class – substantially so.
2. Bigger planes – which are always better. USAir has way too many little planes for my taste. The same goes with the partners of Delta/Northwest where they try to sneak you onto a DC-10 plane for a 4 hour flight. If there’s only 3 seats in a row – then there’s not real first class. You’ve wasted your money, completely. And they should be ashamed.
3. Food is still served in first class, of course, but also in coach class on Continental. I think it’s absurd for an airline to even dare ask for $1200+ for a plane ticket in first class and NOT serve food. That completely diminishes one of the MAIN perks of first class.
4. The seats themselves. The older planes, and the ones run by Northwest especially are old scratchy cloth seats with really small arm rests, no entertainment or plug ins (more below on that) and are truly uncomfortable. Continental 1st class seats are leather.
5. Entertainment. Okay, so I’m still trying to figure out exactly which of Continental’s planes have the directTV in them. I know my 4:45 out of EWR or PHX typcially does – but I have yet to figure out which ones the other way do.  They should all be upgraded by the end of the year (so they say) but, still….I’ve never had an entertainment center, movie, or a plug on a USAir first class seat, and nor on Northwest. Now, on Delta, prior to merger, I could have sworn there was indeed some planes with these amenities.
6. Early boarding. Now, this could be different by airport, but USAir specifically allows kids on before first class. No bueno. (Don’t even get me started on why it’s ok for kids to scream on a plane, but I can’t be belligerent..and I have to sedate my dog, but you don’t have to sedate kids…) First class passengers should get on first, period.
7. Attitudes.  Finally – Continental attendants seem to still understand the concept of first class. Snotty or not, I should be made to feel like I bought the best seat in the house and treated as such. My paying 10 times the cost of everyone else which keeps the airlines afloat in many cases does indeed entitle me to a bit of extra effort. I should feel special. You should take my coat and ask if I’d like a bottle of water before departure. And keep asking.

So, I would venture to say that most aren’t aware of the differences in the nuances…so perhaps they are traveling first class on USAir or Delta (who btw used to be known for the BEST platinum member program in the nation) and have no idea what they are missing. Is that good or bad for business? With social media and PR being so easily accessible, you’d figure that our gap for comparison of products and services would broaden and make for more stringent competition through sheer volume of shared information. But that doesn’t seem to be the case. In businesses that are so big they have rights that small business never will (no bailout coming to a $5M company – sorry) they do get to decrease service and offerings while in some cases raising prices, and there’s no real consequence.

So before you think all first class is the same…do some research. Maybe it’s time for us to start interviewing airlines and make them earn our first class dollars…

Southwest used to be pretty efficient. They had the cattle call which people didn’t like, but was proven to conserve time. Great. They were one of the first to allow online check in. Great. They still don’t charge for your first bag. Great. And they used to be cheap.

Now, they are more expensive to many places that USAir flies out of Phoenix at least (and they were 4 times the price to Vegas out of Dallas for the very flight I took today.)  And my biggest complaint is that they completely lack in the communication technology arena. And that really makes me mad.

If my Continental flight is running late, which is rare (sorry – don’t ever believe any of those “on time” records you see of flights because they are bogus) I get an alert. I get notified consistently by phone, text, and email. I would have, for example, known today before I even left the house if my plane were already two hours behind. (Southwest knew my plane was late out of Houston according to the gate agent since prior to me calling the airline to check – because their online updates are always inaccurate, and the flights to Vegas are always late.)  Knowing that I could have optimized a good 2 hours of work – PAID billable hours. Not being informed is unacceptable. There is technology out there, and it’s not expensive.

Moreover, the charm that once existed with Southwest has dissipated.  While I saw some tweets about some rapping attendant, that doesn’t make up for the lack of communication that gate agents have. Why continue to say a flight is going to leave on time when it’s not – not by 3 hours! And since I was 1 hour early for my flight which was delayed and asked if there were open seats to the one leaving at 1pm (mine was supposed to depart at noon) I was told no. yet, when I got situated and went online – there were. Additionally, I could have taken two USAir flights into Vegas – all of which landed ON TIME (there goes the “it’s delays in Vegas, not our fault” we have been told over and over waiting for this flight both in the airport and on the tarmac) if they would have been honest about the time of the delay.

You have technology that can keep me informed. You also have people that can do the same.  I think people probably forgave a lot of things when it was cheap. But now that it’s not cheap, and it’s not nice, and it’s not convenient, then it’s not a choice. Period.

So keep this in mind with your customers and I will pass along the same reminder to my staff today when I land… Clients would much rather be informed early and frequently, even if you are going to miss a deadline (which we would never do!)  It’s the communication that matters. Everyone can relate to simple delays, traffic jams, printers running out of ink, and other things that may be out of your control and push a deliverable. What people cannot relate to as easily is the lack of information.

Do you know what your customers are saying about your company? Give us a call at (480) 275-9797 or complete the form below and learn how to manage your online reputation!

Navigator of the Seas

As I pack my bags and get ready to head off to get married aboard the Navigator of the Seas,  I am increasingly excited about the ocean, the relaxation, of course the marriage, and oh, the shopping that awaits me!  During this elation yesterday I opened my mail and got a disheartening notice from one of my credit card companies telling me that they have canceled my credit card due to non-use.  WHAT?  With the down economy, I have heard about credit card companies struggling with those that aren’t paying, those that are calling for lower interest rates, and those that will simply never pay.  So why I asked am I being punished? I fit into NONE of those categories!

I have to say I found this a bit offensive and really took it as another proverbial slap in the face for actually doing the right thing as a consumer. I don’t have any credit card debt. I bought a house I can afford. My business cash flow is in the positive. We haven’t laid anyone off. And I don’t use my credit cards, but instead pay CASH for things, except for that rare occasion where I put something on a credit card to get airline points, which I pay off at the end of the month!  Yet, my credit card companies are basically punishing me for not having some outstanding balance that I have no hopes of paying. They are basically telling me, “well Amanda, you are a responsible consumer and that doesn’t quite fit into our business model.”

Quite frankly, it makes little sense to me, as if it were my company I would be courting those that have used credit wisely, not hindering them as customers.  I was speaking with my staff and trying to equate this to our business. Right now, many of our clients are being hit hard by the economy. We’ve had calls where they ask for help on payments, or extensions on payments. We’ve also had calls where we’ve been told that budgets for 2009 are looking slim and giving us the heads up. And what have we done for our valuable customers that have historically always paid on time? We certainly aren’t telling them “well, thanks for your business but we are going to increase your retainer and also decrease service to you because you’ve been so great!”  No, instead, we are reaching out to our best customers and finding out how we can help and doing MORE work for the same retainers in hopes of helping them through the tough times.

Perhaps the credit card companies should heed this. Just yesterday I was at the Kelly Cardenas Salon and we were talking about the down economy. His quote was, “too many people are out trying to find new business instead of courting their existing customers.”  I agree.

pink Porsche

And, my Porsche shop, Becks Porche, is also doing the same thing. They are looking at online alternatives to courting new clients, and also making calls to existing customers to check in and see how things are going.  John Beck mentioned to me the other day that they are working hard to find the most cost efficient parts and creating more efficiency in the shop to ensure their customers are still mindful of the safety and maintenance on their cars.  Good stuff – keep customers happy, and the roads safe!

So, to my credit card company who shut my card down: I hope it doesn’t hurt too badly when I put my likely large amount of purchases on another card while I am on vacation and extend those payments into two months which would have netted you about 21% – a great margin if you ask me.

Amanda Vega Consulting | Public Relations and Blogging and Activities (social marketing and sometimes just social)