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« Discipline | Main | More 'Objectivity' » April 01, 2004It's the Little ThingsI'm back in Colorado Springs, for at least a few weeks, and I noticed something interesting on the flights back from El Paso. American, like most airlines, I suppose, offers only a beverage service these days, which isn't necessarily a bad thing when you consider the quality of the food they used to offer. As usual, I got a Diet Coke to drink between Dallas and Colorado Springs, and while I was reading my book I happened to glance across the aisle to see a woman sipping on a Diet Pepsi. If you're not a cola drinker, or if you aren't brand-conscious, this probably doesn't sound like a big deal, but I really dislike the taste of Pepsi, so I noticed it immediately. Normally the cola wars ensure that you cannot enjoy both types of soda when you go out. Almost all restaurants offer only Coke products or Pepsi products rather than giving the customer the option to select which he or she prefers. Since I don't like Pepsi, I'm always careful to note which brand is being offered. And as I drink tap water if the restaurant doesn't offer Coke products, many restaurants lose out on that dollar-plus for a drink if they only offer Pepsi products. It doesn't sound like much, but assuming I'm not unique, that's a small revenue stream businesses choose (or are forced) to forego thanks to the cola wars. It's also a factor in where I choose to eat out, so businesses that don't offer both choices of cola drop another source of revenue there. It was a pleasant surprise for me, therefore, so see America offering both choices to their customers. It's a very small thing, and it probably won't matter to more than a small fraction of their customers, but it suggests to me a level of attention to customer service that is better than most. It's a small thing, but attention to small things like that can go a very long ways towards generating customer goodwill and loyalty.Posted at April 1, 2004 01:38 PM
Comment policyI apologize for only allowing authenticated commenters, but comment spam overwhelms the site if I don't use those measures to prevent it. I reserve the right to delete any comment, although generally comments will only be deleted due to use of profanity or personal attacks on people. I have no objection to vigorous argument, but when name-calling begins, I'm putting a stop to it. In the immortal words of Eugene Levy, "People, people, let's stop this before somebody says something untrue!" If you want to call people names, I recommend you get your own blog. Trackback PingsTrackBack URL for this entry: CommentsIt might have to do with the way airlines purchase food. Most use a catering service which likely provides both - especially since they're using cans. That they choose to carry both is significant as there is limited room on board to stow cans. I've always suspected (although never bothered to look into it) that many resturants are offered a free soda fountain if they agree to carry only the one product. I had a similar arrangement with Pepsi for NTT/Verio's Cleveland office. (I'd have preferred Coke, but they never returned our calls.) When we closed down the office, I called Pepsi to come pick up their vending machine. That reminds me, I don't think they ever came for it. It's probably still sitting all alone in the vacant building. Posted by: dever at April 3, 2004 01:40 AM |
