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Applause! Applause! In Recognition of Outstanding Customer Service

American Airlines sent me a sheet of these coupons to recognize employees who give outstanding customer service.  I love it! 

Customers will complain without any help. Getting positive feedback needs a little push. 

Of course, I don’t carry the coupons when I fly, so I’ve never used them.  Could they give these out at the gate or print them with your boarding pass?


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  1. Jake McKee February 6, 2008 at 12:21 am #

    Here’s the thing…
    I’ve had these before from AA and tried to use them twice shortly after getting them (yes, can you imagine actually wanting to award an AA employee’s behaviour?).
    Both times, the ticket agents looked at me like I was drunk and asking them to buy my cat. They accepted them a) having no idea what it was, and b) more concerned about figuring out how to get out of the work of turning it in.
    Programs like this only work if you:
    1. Inform the employees something like this exists and how to redeem them for bonus points on your yearly review.
    2. Do it consistently so that, as you mention, passengers get used to carrying them.
    Hell, I’d love to see this be an ongoing, permanent program that results in the employee ringing a loud, metal fire bell hanging behind the counter!

  2. Andy Sernovitz February 6, 2008 at 7:46 am #

    Dear Jake –
    Maybe your habit of flying drunk with cats in your carry-on is affecting your reputation.

  3. Jake McKee February 6, 2008 at 10:27 am #

    It’s not so much when I fly drunk, it’s when my cats are drunk that really seems to cause problems.

  4. Larry Zinox February 11, 2008 at 8:21 pm #

    I too have received these from American. Now I am a true blue JetBlue fanatic. That is how an airline should be run even when they goof, which they do, they seem to make up for it. But why not have the airlines give the employees business cards just as most people in business get. Then they can give it to an asking customer and the card and a way-to-go coupon can be dropped in the mail.

  5. Becky Carroll February 13, 2008 at 1:07 pm #

    It’s the thought that counts!??
    Great idea, poor execution. I am all for enabling customers to thank and reward great customer service when they see it. I liked the business card idea, but how many of us would actually ask for one?
    Why not make these slips available everywhere – on the plane, at the counters, etc., so customers don’t have to remember to bring them? The mailing could still be sent out, asking customers to look for great customer service and turn in a slip when they spot it. Don’t forget to thank the customer for their thanks!
    Rock on, Andy!

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