It’s not over until the customer says so

file3851253813916“Your most unhappy customers are your greatest source for learning.” Microsoft founder and multi-billionaire Bill Gates, is credited with this quote. If that’s the case then British Airways may have just earned themselves a PH.D!

According to earlier this month Hasan Syed, also known as @HVSVN on Twitter, took to the social media network, after calls to the airline went nowhere, to complain because BA lost his father’s luggage after a flight from Chicago to Paris. The mishap forced his father to stay in the city of lights for an extra night and cancel a trip to Dusseldorf, Germany.

Syed didn’t just direct a few miffed tweets at the airline. According to the Chicago business man’s Twitter account he spent $1,000 on promoted tweets. Promoted tweets are normally used by companies or organizations hoping to garner some attention. BA eventually responded but it was well after Syed’s campaign went viral and major media outlets were taking notice.

I think this goes to show that your relationship with customers doesn’t end once the product has been purchased, or in this case, the passenger has deplaned. As an example TDS offers managedIP Hosted customers a ton of support and service. Once a customer has our business VoIP service they’ll get not one, but two training sessions with us. The first covers the basic, overall system set-up and the second covers user training.

Not only do customers get two training sessions but they’re also assigned an account manager. Account managers provide ongoing support and consultations. We also have a full service customer care department and offer numerous online tutorials to help customers learn and master their new managedIP Hosted system.

I asked Syed on Twitter if he’d gotten his father’s luggage back. He didn’t give me a direct yes or no answer but he did favorite my tweet.

Favorited Tweet

I’m going to close this blog with another quote. This one comes from former vice president of British Airways Donald Porter. “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” Well said, sir. Well said.

About Barclay Pollak

Barclay Pollak is an award winning journalist and proud to be a member of the Corporate Communications team at TDS Telecommunications Corp. (TDS®) in Madison, Wis. Barclay joined the team in April of 2013. Before that Barclay worked as an Anchor/ Reporter for the NBC affiliate in Madison. While at NBC-15 Barclay was recognized by several organizations for his contributions to the television news industry. They include the Wisconsin Broadcasters Association, the Radio Television Digital News Association (Edward R. Murrow Regional Award) and the Chicago/Midwest National Academy of Television Arts and Sciences (2012 Emmy Nominee). When he’s not working Barclay enjoys cheering for all the sports teams in Wisconsin. Barclay’s a University of Wisconsin-Madison alumnus and a huge fan of Badger athletics. Barclay is fascinated by the ever changing world of technology and spends a fair amount of his free time reading about the latest and greatest developments online. When Barclay’s not learning about technology he’s scouring the Internet in search of freeware. Barclay has an 8-year-old daughter and lives with his girlfriend of almost five years on Madison’s southwest side. Follow on G+.

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One Response to It’s not over until the customer says so

  1. rhinelander September 13, 2013 at 9:48 am #


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