Back that up with really bad PR and you have what most companies would like to avoid at all costs.
Apparently Rynair think they are above all that, for no good reason that I can think of except that they are genuinely stupid.
Here’s the reporting:
Here’s my thoughts:
As a company, no matter how annoyed some customers make you feel (and trust me, some do annoy), you have to make an effort and remain the best at what you do; and that doesn’t stop with just delivering a great product (software, widgets, cheap flights), but continues all the way through from management, payroll clerk and most especially in your customer facing teams.
Does it really matter that Ryanair decided to make a bad job of this one? To my mind, yes. It shows a lack of professionalism, and, no matter how objectively you try to look at this, they just screwed up. A simple apology from their PR person would have gone a long way.
For some unprofessional reason, however, they chose not to do so. I think that hurts their image (which I think takes a bit of a battering as it is), and reflects poorly on the hard working and caring staff who do try hard to make their customers happy.
This is true for all companies, most especially in these times of it being a buyers market.
I for one will not fly Ryanair, simply because they have a poor attitude. I am sure their competitors will be happy if you join me.
Customer respect is not optional.
(Picture credit: user aromano on flickr under creative commons)