US airlines are losing 3.5 million pieces of luggage every year, the worst they’ve done since 1990. I’m no mathematician, but that’s gotta be close to 10,000 suitcases a day. Ten t-h-o-u-s-a-n-d unhappy customers every day. That means that about six out of every 1,000 passengers is going to the big meeting or to Aunt Betty’s wedding reception in dirty underwear.
Percentage wise, maybe six out of 1,000 isn’t too bad, but if you’re one of the six, it’s a big deal.
If you’re in the people business, some type of customer service business, you probably can’t afford that much failure – unless, of course, you’re my cellular phone company, then you just don’t care. But for most of us, our goal has to be perfection when it comes to pleasing customers. Maybe we can’t have zero defects, but we sure better have zero unresolved complaints. Aunt Betty thanks you.
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