I’m still reeling from the shock of the great customer service I just experienced from Ryanair!
I found that there was a simple error on my flight booking for our summer holidays. Without much hope, I got onto the Ryanair “live chat” and after a relatively short wait, someone came on and solved my problem without an issue and – wait for it – are you sitting down? – without any additional charge – even though I had my credit card in my hand!
The Ryanair experience has improved so much that even Greg, my other half, isn’t complaining (well, not as much as usual) that we are using the airline to get us to Italy this year – in previous years he prefered to take an Aer Lingus flight to Paris and then take the train to Milan (beautiful journey by the way!).
So Michael, I applaud you, you turned the big ship (or plane) and set Ryanair on a new course towards good service, putting the customer first and you gotta be reaping the rewards…..
I think this is a big lesson for all of us.
Just because we do something one way, a way that might have built the success of the company, it doesn’t mean we have to stay doing the same thing, just because it’s the way we always did it.
It’s refreshing for everyone to change things up, it’s good to really listen to your customers and even more important, your potential customers and even if it goes against your original core values (or some might argue, lack of them in Ryanair’s case), consider adapting to suit your market in this very changing world.
When you are ready to make that change – the Fuzion team can be there with you every step of the way to help you 😉
Deirdre
Deirdre Waldron is the founding partner of Fuzion
