A Brief Reminder of How it Was--Visit with Some Old Friends

[Art at ISP]

Last week I was in CLT and AVL on business--we returned to the airport just at the tail end of the "security" incident which caused chaos at the airport. Due to the long security lines, any hope I had of hopping the 5 PM Jet Blue flight back to JFK was dashed, so instead once through, I met my boss for a cocktail at the piano bar between B and C.

Eventually he headed off to catch his UA flight back to ORD, and I had an extra hour or so on my hands before my original 7PM Jet Blue flight home. As I walked toward the D concourse I passed the entrance to the US Club, and decided to walk in to see if two of my favorite angels happened to be working. As luck would have it, as I approached the desk, there they were--seated right next to each other on the right side of the desk.

It was like old home week--the greeting I received brought out a lot of emotion in the three of us-these ladies (and the many in PHL who I came to be friendly with) represented (and I would imagine still do) everything that used to be right with US Airways-a smiling face, and a "How can I help" attitude--welcome sights while traveling.

We talked about what's new in our lives, and they told me how much they have missed me--and the many other regulars who have disappeared. I explained some of the reasons why I cannot give US Airways a dollar of my money (thanks Doug and Scott), and they fully understood.

My original intention was to walk in say hi and walk out, but they kept me there and wouldn't let me leave until I had to go to D6 to catch my flight home....it was a bittersweet reunion, but a nostalgic reminder of the US Airways that used to be........they are still there doing what they can, but they said it's frustrating how little they are allowed to do to help customers today. When I told them about Doug's comment, they were not surprised, but hadn't heard that he actually said he didn't understand why airlines concentrate so much on customer service....and that really says it all doesn't it?

In any case, I do miss you guys-- and I am now thinking of changing my tag line to "It's the PEOPLE, stupid".....

My BEST to you all....

 

[freedom]

The us airways clubs are for guests of us airways , if you are not going to frequent our airline then please don't loitter in our VIP guest area.

 

[VAflyGal]

I don't know what limits agents and other front line employees have on being able to accomodate the customer, but on the aircraft I try to consistently provide excellent service to our customers as best I can - especially our preferred members - silver, gold, platinum, and chairman. It does seem that I am seeing fewer of them onboard these days, according to the manifest, which saddens me.

I did hear from a line flight attendant who also is a HH specialist that the company is going to be investing more into our first class product and that they are still shopping for an onboard entertainment service and provider that will offer customers inflight television / movies. When or if this is going to pan out is still a mystery but I have to say that I am happy that we are at least offering our customers the option to buy a variety of munchies instead of nothing.

Keep squeaking...

This just in from the "If your a hammer everything looks like a nail" Department

Parker joined America West in June 1995 as senior vice president and chief financial officer Parker spent four years with Northwest Airlines as vice president and assistant treasurer, and vice president of financial planning and analysis. From 1986 to 1991, he held a number of financial management positions with American Airlines. Bachelor of Arts degree in economics from Albion College in 1984 and an MBA from Vanderbilt University in 1986

You'll do well to note that nowhere in Mr Parker's substantial business and educational background do the words customer or employee appear.

Now there is great mention of his financial prowess, so his customer unfriendly comments should really come as no surprise to anyone. Also the strict controls placed upon front line staff regarding what they can or in this case cannot do should also come as no surprise to anyone. Control is what finance guys are all about. It doesn't make them bad people it's just that come from a place that has a very narrow view of business. "If I can't count it then why do it" is something I've heard quite often. Start talking to any accountant about warm fuzzy stuff like customer retention and the first question you get is "How much will it cost"?

Doug Parker is a Bean Counter. That's what he understands and is good at. Every company needs a Doug Parker like person. The open question is should a finance guy be chosen to lead a company through troubled waters or any other time?

In May of '05, Bruce Lakefield was the right man at the right time. Even he knew on some level that when the merger was a done deal it was his cue to exit gracefully like the gentleman he is.

So for me the question is "Has DP outlived his usefulness?" IMO there needs to be at minimum a balance betwee the wants needs & desires of customers, employees and shareholders in order for any company to prosper long term. This is not currently the case and one has to wonder about the long term viability of an airline whose leadership only focuses on one group at the expense of the other two.

 

[US1YFARE]

I did hear from a line flight attendant who also is a HH specialist that the company is going to be investing more into our first class product and that they are still shopping for an onboard entertainment service and provider that will offer customers inflight television / movies.

They've been saying that for how long? How is that F/A focus group doing that was supposed to result in all sorts of great changes to the product? *crickets chirping*

 

[SS255]

I don't know what limits agents and other front line employees have on being able to accomodate the customer...

Aside from the obvious IT limitations, one of the most frustrating aspects of flying US is the complete inflexibility for agents to assist customers. We have all read the diatribes on the FAQ's documents posted on this board, which have an undertone of implied discliplinary action if agents bend the rules to provide good customer service. Management has created a culture of fear in frontline employees which trickles down to the customers.

A very wise friend of mine once summed it up perfectly: "Rules get in the way of good common sense." If US would empower its agents to make sound judgment calls when assisting customers, I really believe that US would consistently score the highest in customer satisfaction.

 

[hp_fa]

You'll do well to note that nowhere in Mr Parker's substantial business and educational background do the words customer or employee appear.

Tom Clancy makes the same point in his fictional Jack Ryan series, I believe starting in Executive Orders. The fictional President Jack Ryan wants a guy to head the Department of Defense who is, by background, an engineer who made it big with a defense contractor, which I believe it was TRW. His point that he frequently made is that bean counters are needed, but they should serve the engineers or those that create the actual product of the corporation. Bean counters, if left to make serious decisions about the finished product(s) will inevitably try to make engineers, or whoever actually creates the salable product(s), conform their product(s) to the bean counters' view of the world. That, arguably, causes inferior products and a lack of drive to create new and smart product(s) simply because the R & D (or in this case customer service) is treated as something other than an asset to the corporation.

 

[Poug Darker]

Gordon Bethune comes to mind. His sidekick was the financial guru, he was the people person. Like Ying and Yang their combined intellect and expertise righted the Titanic named Continental and sent it on the path to where it is today.
Gordon's book about those times is excellent, by the way.
Will Dougie and Scooter write a similiar book? I don't think so...
Cheers.

 

[700UW]

To me bring back Rakesh, very smart, very good CEO when Wolf didnt have him under his thumb.

Rakesh is the man responsible for building up UA.

 

[PHL]

The us airways clubs are for guests of us airways , if you are not going to frequent our airline then please don't loitter in our VIP guest area.

My suspicions are confirmed. "Freedom" is Doug's handle......

 

[700UW]

The us airways clubs are for guests of us airways , if you are not going to frequent our airline then please don't loitter in our VIP guest area.

Since when does just a ramper tell our past passengers what to do?

I think the heat in PHX has gotten to you.

And if the club reps didnt want Art in there, they would have asked him to leave.

 

[hp_fa]

Unlike management, I'd bet that Art had a kind word (or three) for the club personnel...

 

[CLT-Douglas]

These executives will enforce any rule they implemented so long as they never have to abide by them personally. I mean this from a employee as well as a customer perspective.

 

[Barrister]

This just in from the "If your a hammer everything looks like a nail" Department

Parker joined America West in June 1995 as senior vice president and chief financial officer Parker spent four years with Northwest Airlines as vice president and assistant treasurer, and vice president of financial planning and analysis. From 1986 to 1991, he held a number of financial management positions with American Airlines. Bachelor of Arts degree in economics from Albion College in 1984 and an MBA from Vanderbilt University in 1986

You'll do well to note that nowhere in Mr Parker's substantial business and educational background do the words customer or employee appear.

Now there is great mention of his financial prowess, so his customer unfriendly comments should really come as no surprise to anyone. Also the strict controls placed upon front line staff regarding what they can or in this case cannot do should also come as no surprise to anyone. Control is what finance guys are all about. It doesn't make them bad people it's just that come from a place that has a very narrow view of business. "If I can't count it then why do it" is something I've heard quite often. Start talking to any accountant about warm fuzzy stuff like customer retention and the first question you get is "How much will it cost"?

Doug Parker is a Bean Counter. That's what he understands and is good at. Every company needs a Doug Parker like person. The open question is should a finance guy be chosen to lead a company through troubled waters or any other time?

In May of '05, Bruce Lakefield was the right man at the right time. Even he knew on some level that when the merger was a done deal it was his cue to exit gracefully like the gentleman he is.

So for me the question is "Has DP outlived his usefulness?" IMO there needs to be at minimum a balance betwee the wants needs & desires of customers, employees and shareholders in order for any company to prosper long term. This is not currently the case and one has to wonder about the long term viability of an airline whose leadership only focuses on one group at the expense of the other two.

Lakefied came into our cockpit back then in PHL, we were on our way to Ft. Myers. We told him ALOT of stuff that was wrong. He could have cared less...he was a money guy only !!

 

[Squonk]

Hey Art! Thanks for popping your head in the door. Don't listen to the nay sayers, you have earned your welcome and will always be considered a quest on our turf. We appreciate your past business, your friendship and maybe your future business.

We can only hope, yer we are still...

 

[BoeingBoy]

Business Week has an article about customer service - especially as it applies to a company's best customers. A snippet:

Given the poor economics of the major airlines, it's easy to see why they would focus on cutting costs. But when they cut services to their high-yield customers so they can reduce their own costs they are, in essence, needlessly commoditizing their own product. And as major carriers, with substantially higher costs than competitors such as Virgin America and Jet Blue (JBLU), they are putting themselves into a death spiral—something no company should or can afford to do.

Full Article

Jim