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28
Aug

A Tale of Two Ticket Agents

customer-service-agent
  
I just got back from a trip. I was delayed in Pittsburgh on the way back to Austin through Dallas. The delay was almost certainly going to blow my 2:35 P.M. connection in Dallas, so I approached the desk at the gate for options.
 
There were two agents:
 

  1. The first one looked at me grumpily and said, “I cannot help you.  I can only work on tickets with connections up until 2:30 P.M. (Remember . . . mine was at 2:35 P.M.).”  I said . . . “Have you ever flown through Dallas? Their taxi time is long and the train loop is slow, there is no way I will make this connection.”  She looked right past me and said “2:30 P.M. cut off . . . NEXT.”
  2. Read more »

14
Aug

Shhhhhhh . . . .

quiet meeting
 
I never thought I would see the day that common decency would be a compelling differentiator for a salesperson, but I think it is here. 
 
The media has gone berserk on all sides and people are yelling and screaming at each other like never before.  Read more »