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The Business Would Be Great If Not For Customers

The Business Would Be Great If Not For Customers

On Delta Airlines, I’m Platinum/Diamond/Liquid Gold or something. In Miami, we walk into the Delta Lounge prior to our flight. We’re first class. I give the guy at the desk my ticket. He says, “By any chance, Dr. Weiss, do you have an Amex Platinum Card?”

“I have a Black Card.”

“Excellent, if I can swipe that you’re all set for the club. And Mrs. Weiss, do you also have a Black Card?”

She produces it and I ask, “Why do you need them both?”

And, unbelievably, he tells me: “Membership or entry does not include a spouse or children. You would have to pay for them.”

“Wait a minute,” I say, astonished. “You mean club membership doesn’t include a spouse traveling with you?!”

“No,” he says, “and, in fact, if you ‘only’ had a Platinum Card, you wouldn’t be admitted unless it was within three hours of your flight.”

So what I want to know is when was the Delta management meeting, and who attended, which was called to decide how best to piss-off their best passengers and drive people to American? Delta’s “slogan” is: Only People Make the Difference!!! Apparently that means you want to get rid of them.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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