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Travel Tip of the Week: Remove Your Baggage Tags
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3 Million bags were mishandled by US airlines in 2008.
Yep, according to the world wide web (which never gets anything wrong), during 2008 when airlines were developing checked baggage fees and new pricing schemes, more than 3 million bags were mishandled by U.S. airlines. Mishandled baggage – a problem that seems to plague passengers – is categorized as lost, damaged, delayed or pilfered airline baggage.
Though I travel a lot, I have been largely unaffected by this phenomenon.
About a month ago, I returned from seeing a distributor in Springfield, MO. On my way down to the Ozarks, I checked my bag. I forgot to take the baggage tag off the bag. On the return, as is the custom with American Eagle, I put the bag on the valet cart and, upon our arrival, waited for my bag to show.
It never did.
I asked the gate agent for help. I quickly surmised that the bag was kept on the plane for the aircraft’s return trip to Springfield. Appearing completely unfazed by my predicament, she sent me to baggage claim.
I explained the pickle I was in. “You left the tag on?” she asked.
“Yes, I did.”
“Why? Why did you
leave the tag on?”
“Please, call down to
the gate before the plane leaves again!”
“If you hadn’t left the tag on, this wouldn’t be happening.”
“I’m sorry. Can we move past that?”
I slinked away in humiliation while she got on the horn.
Anyway, I got my bag back about an hour later and just in the nick of time. But the experience left me puzzled. Why in the world was she so intent on placing blame on me? Why was she more interested in showing me the error of my ways, than getting my bag back or simply helping me?
Do I deserve part of the blame? Yes, I should’ve known better, but what about the rocket scientist who took the bag off the plane. He’s the guy that thought a bag arriving on a flight from Springfield, MO should go directly back to Springfield, MO. Was that the proper decision?
Here’s the point. Your customers make mistakes all the time. After all, they’re only human – just like you. There is a difference, though; they’re your customers. Are they ever wrong? Of course! The key is not to make them feel that way.
Your job is to get the order. If you have to share credit for a great idea, then so be it. If you have to take blame for the errors of their way, then so be it. Your job is to get the order, not the credit. If your customer makes a boneheaded mistake, let it go. As tasty as it may seem, resist the urge to rub it in. Just make the situation right.
You’ll be glad you did and so will your customer.
