They really do appreciate my business, I like that
Most anyone who knows me also knows I spend a lot of
time traveling. Ever since starting my consulting
practice, I've stuck with the strategy that
keeping my travel business on one set of vendors
is the best approach. This doesn't always work,
but most of the time it does.
In particular, as a result of my "customer loyalty," I'm a United Airlines "1K," a Marriott Gold, a Hyatt Gold, and a Hertz 5-Star Gold customer.
I really believe that this is the best approach--though not necessarily these vendors--for anyone who spends a fair amount of time on the road. Here's why.
Coming home from a business trip to Belgium on Sunday, I had booked an economy class seat on United. In fact, I was boarded and settled into my "economy plus" seat, all ready to go. (I save my gratis upgrades for really long and/or overnight flights, whenever I can.) As passengers were entering the cabin, one of the gate agents approached me and gave me a new boarding pass, in business class, and said, "thanks for all your business!". Naturally, I gratefully accepted and changed seats.
This upgrade was unsolicited and unexpected. No doubt, United did it for space management, but the point is they didn't have to do it. I truly had the feeling that they do appreciate my business. That's what it takes. (I should add that the exact same thing happened on my return from Amsterdam nearly a year ago, after my cycling tour of Holland with my dad.)
Similarly, with the other vendors I frequent, I often get unsolicited upgrades and such. Marriott also guarantees me a room. If none is available, they put me up elsewhere at their expense.
It's the little things like this that keep me coming back, and they know it.
On the other hand, I know that these vendors all have their blemishes. Sometimes I get furious at them for one reason or another. But even when things go wrong, they tend to fix them in my favor. Coming home from Mexico last July, a weather delay forced me to miss my connecting flight--the last of the day--out of Chicago. United put me in the airport Hilton, which is walking distance away, at their expense and apologized for my inconvenience.
If you must spend as much time on the road as I do, I'm convinced this is the best way to do it.
Cheers,
Ken
In particular, as a result of my "customer loyalty," I'm a United Airlines "1K," a Marriott Gold, a Hyatt Gold, and a Hertz 5-Star Gold customer.
I really believe that this is the best approach--though not necessarily these vendors--for anyone who spends a fair amount of time on the road. Here's why.
Coming home from a business trip to Belgium on Sunday, I had booked an economy class seat on United. In fact, I was boarded and settled into my "economy plus" seat, all ready to go. (I save my gratis upgrades for really long and/or overnight flights, whenever I can.) As passengers were entering the cabin, one of the gate agents approached me and gave me a new boarding pass, in business class, and said, "thanks for all your business!". Naturally, I gratefully accepted and changed seats.
This upgrade was unsolicited and unexpected. No doubt, United did it for space management, but the point is they didn't have to do it. I truly had the feeling that they do appreciate my business. That's what it takes. (I should add that the exact same thing happened on my return from Amsterdam nearly a year ago, after my cycling tour of Holland with my dad.)
Similarly, with the other vendors I frequent, I often get unsolicited upgrades and such. Marriott also guarantees me a room. If none is available, they put me up elsewhere at their expense.
It's the little things like this that keep me coming back, and they know it.
On the other hand, I know that these vendors all have their blemishes. Sometimes I get furious at them for one reason or another. But even when things go wrong, they tend to fix them in my favor. Coming home from Mexico last July, a weather delay forced me to miss my connecting flight--the last of the day--out of Chicago. United put me in the airport Hilton, which is walking distance away, at their expense and apologized for my inconvenience.
If you must spend as much time on the road as I do, I'm convinced this is the best way to do it.
Cheers,
Ken
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