Something Airlines Actually Get Right

Airlines have a bad reputation for customer service. Very few have a strong, respected brand when it comes to treating us like anything but cattle or anonymous seat-fillers. However... generally, if there's a serious problem with a flight (delays being the most common, of course) they'll actually try to compensate the affected passengers.

Here's the important thing: they don't just compensate you with "Here's your money back; you can have this flight for free" or something similar. They will often go an extra step and offer an additional flight (usually anywhere in the region), a free upgrade to Executive class, or something else that's above and beyond what you "lost".

Restaurants sometimes do this as well. Your entree was screwed up? Have the entree for free, and we'll give you a free dessert, too.

Sadly, though, most businesses (most industries, actually) don't take this approach. Even companies well-known for taking care of customers will stop at "making it right". No-hassle return policies, for example, or replacing a broken item with a brand new one.

I'd like to see more brands go that extra step. They should recognize that it's not just about the broken product, or the delayed flight this time, or whatever. Beyond the negative brand perception caused by a problem, there's generally a literal, tangible extra "cost" to the consumer.

Thanks for replacing that broken DVD player with No Questions Asked, but:
a.) Why did it break in the first place? I'm not so sure about buying from you again... What happens if the replacement breaks, too? Am I going to look like the bad guy?...
and
b.) I had to unhook the broken unit from my home theatre, package it up, hop in my car, drive to the store, explain the situation, get the new product, and re-install it.

(The above's just an example. This exact situation hasn't actually happened to me, but you could substitute a hundred other things in place of "DVD player")

Once in a while, I'd like to see a customer service clerk actually say "Sorry about the broken DVD player. Here's a new one. Want us to test it out before you take it home? We'd be happy to attach a bunch of the cables for you as well to save you time when you get home. And here's a $15 gift card. Go ahead and pick out a DVD of your choice (or anything else, for that matter) while we're doing that..."

Now THAT would impress me. I'd have no hesitation about buying from that store again. My impression of the product manufacturer would also improve. It would simply be nice to see that the full impact of the problem is recognized and appreciated.