Absurdly Driven looks at the world of business with a skeptical eye and a firmly rooted tongue in cheek.
Customer service begins with listening.
It ends with listening, too.
In between, there should be some doing, but only the sort of doing that's predicated on the listening.
An example of this happened in the world's premier listening arena: Twitter.
Nomadic Matt, bestselling author of How to Travel the World on $50 a Day, turned to the airline with a gripe:
God damnit! I'm in one of those new shitty @AmericanAir 737s with no seat back entertainment and less legroom. This is small even for me! Just another reminder that @delta is the best inflight domestic experience and I'm silly for not flying them.
Regular readers might grasp that the plane of which Nomadic Matt was speaking was the new Boeing 737 Max, a plane that American is already flying cross-country.
This is the one with more seats, thinner seats, less distance between the seats, less legroom -- even in First Class, no seatback screens and bathrooms described by one American Airlines pilot as "the most miserable experience in the world."
American's Twitter account either didn't grasp Nomadic Matt's tweet or chose to rise above it, in the very modernistic style of pretending you haven't heard what's been said and will now say something that you want to say.
Its Twitter account offered:
We love sharing the skies with you and our team continues to update our entire fleet as quickly as we can.
We love sharing the skies with you and our team continues to update our entire fleet as quickly as we can.-- American Airlines (@AmericanAir) October 10, 2018
You might have thought that American's Twitter team would have noticed the rather nuance-free reference to Delta as having the best inflight experience and tread cautiously.
Instead, many on Twitter pursed their lips and hissed.
If, by updating your entire fleet, you mean 'cram even more uncomfortable seats in and make the lavatories too small for the average 4-year-old,' you could consider not doing that, too.
It's painful to note when a plane you insist is so much better -- and whose configuration you're transposing to many of your older planes -- is viewed with such derision.
Indeed, Nomadic Matt revealed one more aspect of his discomfort:
I used to only fly AA for years too but their inflight experience is just terrible now!