I Hate you With the Fire of a Thousand Suns….

I hate you with the fire of a thousand suns

I was listening to NPR today (on a 10 hour car ride from Toronto to Cincinnati) and the guy on the radio was talking about a terrible experience he had with United Airlines. The experience made me laugh – as a frequent traveler, I’ve had far worse experience and remained much more calm many times.

As I was listening to his anger I realized something – it wasn’t so much that they screwed up (airlines screw up all the time), it was that they didn’t care.

Most big businesses – airlines, cable providers cell phone providers – bring out the worst in people – we hate them with the fire of a thousand suns.

I was on a Delta flight that was 4 hours late – when they announced the delay they offered free beverages and snacks and you could almost feel the frustration level decline. For less than $1 a passenger they made their customers happy.

By contrast, I had issues with American Airlines (where I have status) and have had my anger level escalate dramatically – not because of the actually issue but because of the rude and uncaring attitude of the employees.

When people get really mad at a company (mad enough to leave a bad review for example, it isn’t just because the bad experience. It is because they simply don’t seem to care.

As a company, apathy can be your worst nightmare.

About admin

Krista Neher is the CEO of Boot Camp Digital, a bestselling author, international speaker and a respected authority on social media and internet marketing. Neher has written 3 books on social media marketing including a leading textbook (which was one of the first on social media). She is also the creator of one of the first social media marketing accredited certification programs, and has worked with leading clients like P&G, GE, Google, General Mills, Remax and many, many more.

  • Julie Scheurer Graff

    Yes, yes yes! It’s not so much that that a company messes up (don’t we all?), we just want them to care! Even when it’s not really the airline’s fault, like when weather causes delays, a little empathy goes a long way. My favorite is doctors offices who really don’t care if you have any other place to be or a life outside their office.

  • Kristen Munson

    I had a similar issue with American and once I started tweeting about it they stepped up to the plate and got me on the very next flight! I was shocked and thrilled at the same time. I actually wrote a blog post about it.