Entries in the category "Travel"

My Airline Lost Me – A Lesson in the Definition of Service

If you know me, you know that I travel quite a bit. But something just happened to me that has never happened before; my airline lost me.

First, a quick back story: Recently, I flew out of Phoenix to Burbank, and had quite an enjoyable flight experience (I was upgraded to first class!) – it was a short, smooth, comfortable flight on a nice early autumn day. My flight back, however, was a different story. When it was time to check in for my return flight at the end of the week my reservation was no longer active. I called the customer support line, and the customer service rep said, “according to our system you were a no-show for the flight out of Phoenix, therefore the reservation was canceled.”

Will I See You At One Of These Events?

Over the next few weeks and months I'm going to be out and about speaking at various industry events. Here's the list so far: May 28: Chicago, IL May 30: Boston, MA June 2: Atlanta, GA June 4: Charlotte, NC and June 5: Miami, FL Where Cherwell are producing a seminar titled: "The Science Of...

Leadership Fun In Mexico

I enjoyed talking to our customers at the opening to the 8th Annual ITSM Conference in Mexico City yesterday. The session kicked off with a short video highlighting leadership qualities demonstrated by recognizable leaders from the past and present. I can't post the video here, but I have included a...