Providing awful stuff and poor service is great for business.
You can always upsell customers to something that works.
I hope I’ve frustrated you with that prior statement. No company or government agency should think this way – to purposefully provide poor customer service. But it looks like some have done just that.
In May, a senior executive at the IATA (International Air Transport Association) told Fortune.com that the British government had reneged on commitments made to airlines to provide a sufficient number of customs agents to avoid hour-long or longer waits at Heathrow. Not long after, as the summer heated up, the airport’s infernal passport queues were described as being “at a crisis point,” which may explain why Heathrow regularly receives miserable passenger reviews.
But behind every poor service crisis, there apparently lurks an opportunity to make money. Some thought that the British government was going to purposefully make the airport situation unbearable and use the crisis at the passport control center as an opportunity to collect revenue from inconvenienced passengers who were hoping to avoid the (government-induced) inconvenience the next time they flew.
According to a writer for Fortune.com, not long after he and his wife had suffered through long lines at the airport, they each received an e-mail inviting them to apply for the British government’s special registered traveler service. For the tidy sum of 70 British pounds (about $93), that program gives you a one-year pass to use machines which allow members to jump the customs line if their passports have chips in them. It also includes the privilege of using the U.K./EU lines and not filling out landing cards if the machines aren’t available or their passports are not chip-equipped. After the first year, you can renew as a registered traveler by paying 50 pounds more for another 12 months.
The reality is that people who live or have family or do business around Heathrow have to use that airport.
The government has the monopoly and control over customs agents and therefore they also have the ability to provide poor service without it negatively affecting their bottom line. In fact, the government, in this case, wins by not having to pay for additional agents AND by charging extra for the registered traveler service.
But should they have done this? No. And no business owner, whether online or off, should do anything similar to it either.
The opening line to this article is one you should steer clear of. Not just because it could bite you in the butt the second a competitor picks up speed. It’s the wrong way (ethically and morally) to treat your current and potential customers.
Providing exceptional customer service should be something everyone in business strives to achieve. When your customers are happy and satisfied with your level of customer service, they will be loyal to you and invite their friends and family to support you as well. Rhino Support can provide you with the software program you need to provide exceptional customer support and live chat to your customers.
Thanks to Fortune.com for making us aware of the issue with the Brittish government.