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Tag Archives: fees

An extraordinary story

It’s a familiar story: I had to change some airplane tickets to get to a funeral. There’s a surprise twist: JetBlue did it with no hesitation, in 10 minutes — with no fees at all. There’s a clear lesson: We all know what is the right thing to do, for our customers and our business. […]

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Newsletter #934: The “Get Rid of What Sucks” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] Sometimes the stuff that keeps your customers from having the best experience is something you wouldn’t expect. After all, maybe you […]

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My trainer waived a cancellation fee

I had the flu and missed a session at the gym. I didn’t call and cancel so I should have been charged the cancellation fee according to their policy. She waived the fee and emailed to make sure I was OK. Smart call. I would have paid the fee — it is completely fair. But […]

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