Deborah Thompson back for a while?

[sbtinme]

Rumor over on flyertalk is that Deb is back on a consultancy basis in Tempe. If true, this is both remarkable and very welcomed.

http://www.flyertalk.com/forum/showthread....d=1#post9313638


GO DEB!

 

[beachboy]

This would be the first smart move they made....well ever! What's the matter Tempe? Is your koolaid high wearing off and your in panic mode? You are pissing of everyone under the sun and the water is reaching your eyeballs? They probably run around screaming I need a kooaid popsicle!! Quick....it's wearing off!
Debra, tell them exactly what they have done. And it's not pretty.

 

[Hey.. Chill Out]

Why do you guys smack talk Tempe so much? You airline has been garbage long before Parker too over.

You need to start treating the West with manners, because we are going to start biting back.

 

[US1YFARE]

The Sandcastle admitting that they are doing everything wrong and they need help?

Maybe she can start by telling them that stupid mileage change is a direct attack on US's remaining best customers. I saw the Ask US or whatever it is called and their comparison to DL's program is misleading--which is not unexpected from Tempe.

 

[Hey.. Chill Out]

Well, you guys have gotten screwed by many others before, I can understand your stance on parker, I hate him too, but W/O him you guys wouldn't even have jobs.
Im not talking about TEMPE biting back, I'm talkin about when East people condescend to West people. I talked to a pilot the other day, he said even the FUELERS in certain cities run and hide when the East pilots come in. They just hate the world.

 

[USstew23]

Why do you guys smack talk Tempe so much? You airline has been garbage long before Parker too over.

You need to start treating the West with manners, because we are going to start biting back.

Uh for the record MOUTH both sides need to treat each other with manners and from my point of view I do not see the idiots in Tempe as the West, they are the entire company and they are idiots. And in no way was US garbage before the fools in Tempe got their hands on it, broke possibly but not garbage. Before you go calling other airlines garbage you should take a look in the mirror at your own garbage. And before you go off trying to be all tuff and threaten to "bite back" please explain why a new-hire such as yourself who is currently trying to leave US for NW? You haven't even been here for a decent period of time yet you want to open your trap about things that happened before your time.

 

[SS255]

Maybe she can start by telling them that stupid mileage change is a direct attack on US's remaining best customers. .

I am convinced that she was the one responsible for reversing the Black Tuesday decree.

 

[Coffee_Tea_Or_Me]

Well, you guys have gotten screwed by many others before, I can understand your stance on parker, I hate him too, but W/O him you guys wouldn't even have jobs.
Im not talking about TEMPE biting back, I'm talkin about when East people condescend to West people. I talked to a pilot the other day, he said even the FUELERS in certain cities run and hide when the East pilots come in. They just hate the world.

You seriously need to get over yourself. US Airways East did have its problems, but the airline would have survived rather well on its own, as proven that the east is the money maker and the west is consistently in the red. The east employees have nothing against the west employees; rather the contempt is for a shoddy management team that ruined a decent product and continues to drive away elite, frequent fliers in droves. The airline has become an embarrassment to the employees and to the entire aviation industry. I remember seeing AmWest crews in airports and feeling sorry for them that they worked for such a classless operation. The management team was running a regional, one hub airline and now are attempting to run a large, international carrier. It is a joke . . . Please take no offense. MOST of the attacks on here are not aimed at the employees, but at the crappy management who continue to declass the entire operation.

 

[Richard]

Folks,

This is about Deborah Thompson, not who got screwed ... let's get back on topic......

 

[NCFL]

Respect is not given, it is EARNED!

EARNED by being Honest, Trustworthy, Truthful and Credible. Deborah Thompson is the living breathing embodiment of those virtues. For her to gain the trust of a very cranky bunch of Frequent Flyers the last time US tried some silliness with the DM program speaks volumes about the R-E-S-P-E-C-T all of us have for her.

Even the PM's I've gotten, telling me of the "Other" Ms Thompson, the tone of those PM's always used words and phrases like, "Demanding", "Perfectionist", "one very demanding lady" in describing her and some of the frustrations of working for someone who held you accountable to a very high standard. Her department responded to EVERY customer that was involved that they could find. Took them 60 days to do it but it got done. WHY??? Because it was the right thing to do, that's why!

The customer wasn't her focus it was her obsession. We disagreed often but were never disagreeable. WHY? Because of the virtues mentioned above.

If the rumors are true, US Airways will be a better place with Ms Thompson involved.

Hell, yes, Deborah was tough to work for. I should know. I worked for her for 17 years, and enjoyed most (not all...but most) of it. For more than a decade, I was in charge of the group of people responsible for responding to people like Piney, so I know what I'm talking about. Before that, I did the actual responding instead of the oversight. She required absolute perfection from the people who worked for her, and she required ALL of those on her staff, all the way down to the data entry clerk, to share in her passion for the customer - or else. Customer focus was simply not optional.

That data entry clerk was expected to recognize that a letter was from Piney, or someone like him, and she was expected to run, not walk, to her supervisor who, in turn, would get that letter into the hands of one of the best letter-writers in the house so Piney's problem could be thoroughly researched and an eloquently written and thoroughly researched reply could be drafted. That response then had to pass muster with Deborah herself before it hit the printer. Chances are, it got sent back for at least one rewrite and at least two additional follow-up questions before seeing the light of day. Then, that same person would have to follow up with the applicable department head(s) personally to make sure Piney's problem was addressed quickly.

Obviously, not all customers got that sort of treatment. But someone who was important to the company rarely got a "form letter." Compensation was not issued willy nilly in an effort to shut people up. I was well thought out and, frankly, not issued if it wasn't warranted. In fact, I did a Six Sigma project that examined the relationship between the quality of the response and the amount of compensation. Giving the customer a quality answer and no compensation was more effective at problem resolution and generated fewer rebuttals than did throwing money at the problem with a quick and crappy answer!

She was hard to work for and very demanding. But she knew her s**t, she taught me a hell of a lot about how to work with customers, and she gave me experience that I will be able to carry with me for the rest of my life after USAir. For that, I am eternally grateful.
DJB

 

[Singleflyer]

Compensation was not issued willy nilly in an effort to shut people up. I was well thought out and, frankly, not issued if it wasn't warranted. In fact, I did a Six Sigma project that examined the relationship between the quality of the response and the amount of compensation. Giving the customer a quality answer and no compensation was more effective at problem resolution and about geterated fewer rebuttals than did throwing money at the problem with a quick and crappy answer!


I have told by many customer service expersts, it not the money, but rather ow the problem is resloved, and your Six Sigma project proved that again.

My letters have never been about money. Its been about a problem that should get resolved, and not to happen to anyone in the future. Deborah and her crew WANTED to solve problems. I once sent a letter to them about a promotion they had that required round trip flights. I never purchase round trip tickets and years ago the one-way were the most expensive available. I felt it was not fair to me, tobe left out of this promo since I purchased expensive tickets. They called me, rather than write me a letter. And they came up with a plan for me to qualify with multiple one way tickets. This experience showed me US cared about me and my business, and I gave them even more business during that promo and for years to come. I have been a CP since it started.

I quit sending letters to Tempe because they would just sent a voucher and not care. The one that made me realize they did not care was a "voucher for my problem" I received for sending them a letter on the outstanding service I received from an agent who solved a big res problem.

What made me finally leave US after 20 years was a very insenseative reply letter I received from Tempe (in a week's time frame) on the subject of the reduction of minimum miles credited.

I don't need to be told if I want more miles to fly more or purchase a first class ticket. The flight I listed was a Saab 340 without a first class, and I am a CP until Friday so I fly a lot. It just showed total lack of caring about the customer and how they spend their money.

Hopefully Deborah can help these people in Tempe for me it too late.

 

[US1YFARE]

Compensation was not issued willy nilly in an effort to shut people up.
...
Hopefully Deborah can help these people in Tempe for me it too late.

Amen. It got to the point where you would complain about stuff the previous administration would have been horrified at, Tempe just reacts without resolving the problem and instead just tries to shut you up. That isn't how you deal with your best customers or any customer.

 

[Hey.. Chill Out]

Uh for the record MOUTH both sides need to treat each other with manners and from my point of view I do not see the idiots in Tempe as the West, they are the entire company and they are idiots. And in no way was US garbage before the fools in Tempe got their hands on it, broke possibly but not garbage. Before you go calling other airlines garbage you should take a look in the mirror at your own garbage. And before you go off trying to be all tuff and threaten to "bite back" please explain why a new-hire such as yourself who is currently trying to leave US for NW? You haven't even been here for a decent period of time yet you want to open your trap about things that happened before your time.

Lol, Ive been around for 2 years. Wrong you are!

I was probing around to see if NW had any better outlook on their merger. I was interested about this because of the fact they were trying to resolve any labor disputes before hand. They sound smart about that, and that is a bunch of people I would be willing to work for. See, that's what you do before taking a job, you inquire about it.

My senority has NOTHING to do with the fact that people on the East and West talk to eachother like morons. I watched an East pilot get off a plane and damn near have a heart attack because the heat was on too high!! WELL GUY, GO SHUT IT OFF!!! He gave that poor, very friendly, gate agent the business when, CLEARLY, he wasn't to blame. I don't see West pilots do that, and none of them have ever talked to me with such disrespect.

I can assure you this: The next East pilot that talks at me, and acts unprofessional is getting a black eye. I will post a picture.

So anyways, this person, you all favor her, does she have good experience? She sounds like she was elbowed out by imcompitent morons.

 

[N965VJ]

<SNIP> Tempe just reacts without resolving the problem and instead just tries to shut you up.

Or how about the time last year someone sent a complimentary letter and received a form letter with some vouchers?

 

[diamondcutter]

Lol, Ive been around for 2 years. Wrong you are!

I was probing around to see if NW had any better outlook on their merger. I was interested about this because of the fact they were trying to resolve any labor disputes before hand. They sound smart about that, and that is a bunch of people I would be willing to work for. See, that's what you do before taking a job, you inquire about it.

My senority has NOTHING to do with the fact that people on the East and West talk to eachother like morons. I watched an East pilot get off a plane and damn near have a heart attack because the heat was on too high!! WELL GUY, GO SHUT IT OFF!!! He gave that poor, very friendly, gate agent the business when, CLEARLY, he wasn't to blame. I don't see West pilots do that, and none of them have ever talked to me with such disrespect.

I can assure you this: The next East pilot that talks at me, and acts unprofessional is getting a black eye. I will post a picture.

So anyways, this person, you all favor her, does she have good experience? She sounds like she was elbowed out by imcompitent morons.

then it will be GREAT to see your sorry JR A@@ FIRED!!!!!!!