Customer SERVICE Lessons to be learned from the #UnitedAirlinesAssault


Without exaggerating it brought tears to my eyes when I initially saw the video of the elderly men being dragged through the airplane, while bleeding from his mouth and screaming. The violence in the scene is extremely saddening!

How can a PAYING CUSTOMER be treated in this manner? What was his offence? Having bought a ticket from United Airlines, all he wanted to do was to take the flight he booked and payed for, right?!

Also, after reading up on the story and finding out that he is a doctor who explained that he needs to see patients the next day, therefore cannot be late for work and refused to VOLUNTEER to leave the OVERBOOKED plane, I was even more shocked about the entire incident.

So what Customer Service lessons can be learned from the #UnitedAirlinesAssault ?

  1. OVERBOOKING a plane is BAD FOR BUSINESS, as it will (always) leave somebody behind – a paying customer who will think twice of choosing the company again!
  2. ASKING FOR VOLUNTEERS to leave the plane is ALSO BAD FOR BUSINESS, as customers expect the service to be completed not to be asked to stay back!
  3. VIOLENTLY FORCING A PAYING CUSTOMER OF A PLANE, to allow personnel to take the freed-up seats is REALLY, REALLY BAD FOR BUSINESS, as the world is watching and reacting to it (e.g. #Shitstorm #UnitedAirlinesMottos)!!!
  4. LACK OF EMPATHY FOR A VIOLENT INCIDENT, is BAD FOR BUSINESS TOO! Even if a laaaaaaaate apology follows the initial ‘not our fault’ statement!

Dear United Airlines,

Would it have been possible to book seats for personnel initially, to avoid this situation in the first place?

Would it have been possible to book a ticket for the VOLUNTEERS or personnel on another airline, so that the passengers / personnel would arrive at their destination still on time?

Would it have been possible to NOT VIOLENTLY FORCE A PAYING CUSTOMER of the plane?

4 Customer Service quotes that may INSPIRE YOU #UnitedAirlines

“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.” – Richard Branson

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos

“Make the customer the hero of your story.” – Ann Handley

“Customers don’t expect you to be perfect. They DO expect you to fix things when they go wrong.” – Donald Porter


What did You think of the incident? Leave me your comments below.

All the Best,

Naomi xxx

P.S.: Treat ALL your Customers & Clients with RESPECT!



How to create Good…Better… BEST Customer Service

How serious do you take your Customer Service?

In this post I will deep-dive into the topic of customer service, to Increase Your Know, Like and Trust Factor!

8 Ways to Make Your Costomers Love Your Business

Am pretty sure you know, Customer service starts with your advertisement materials and website were customers get clearly detailed information about the offered products and /or services.

When a customer calls your information hotline, they should receive a warm greeting and the information they require at the time and should have the opportunity to book or cancel a consultation. If a customer sends a query email, make it a rule to respond no later than 24hours later, as the level of patience has become lesser and lesser the more popular new media has become. Let your customer or clients be able to book or cancel a consultation via email too.

The Top 5 of Responding to Customer Queries

  1. Enable customers to submit feedback via email or directly to a member of staff
  2. Ensure customer comments and feedback is always welcome
  3. Respond to negative feedback promptly and efficiently
  4. Listen to customers and meet their needs wherever possible
  5. Always deal with customers in a friendly and approachable manner.

If you offer an initial (free) consultation, be honest what you can or cannot deliver, before the customer books the service he/she wishes to purchase. After the service has taken place, send out a survey questioner for customer feedback. You might want to increase survey participation by offering something in return, for example a free service, en entry into a specific prize draw etc.

Do not sell any products or services that your customers doesn’t need or want, despite making a quick sale, the customer might feel ripped off and not come back for further business, as there is no return of investment.

In case of a complaint look into the case and try to resolve the problem within a specific time frame.

How to create Business Policies and Procedures for Outstanding Customer Service

Write down and plan your principles, policies and procedures of your organisation, include;

  • How the ‘Meeting and greeting’ of customers or clients should be
  • Plan how to handle ‘Feedback and complaints’
  • How to handle ‘Issues of public concern’ and how they are addressed / dealt with
  • How to ensure ‘Confidentiality’, consider laws and regulations you have to adhere to
  • How to create consistent ‘Quality’ and anything in regards to your products / services

Take your detailed list of principles, policies and procedures and incorporate them in your business documentation, for example your;

  • Business plan – mission or vision statement
  • Organisation handbook
  • Advertising material
  • Website content

Keep a Procedure Protocol in your Organisation handbook ready for your employees of individual contractors. Regularly analyse any feedback, for example the customer survey questionnaires, to spot issues early, and to address them promptly.

I hope this post on Customer Service was helpful to you and your business; if so please Like & Share.

I welcome any comments you might have.

All the Best,

Naomi x