According to the Associate Press, the airlines lost 30 million passenger bags in 2005.That's a lot of bags; one for every man, woman, and child in California. How did they accomplish this feat?.Mostly by mishandling them during tight connections.Where do the tight connections come from? Probably from other areas of airline inefficiency.
If you've ever had one of your bags gone missing, you appreciate what kind of a hassle it is.Arriving at a hotel, after the gift shop has closed, assuming your lodging has a gift shop, without shaving gear or toothpaste can also be a challenge.Plus, when you're traveling, you might be used to wearing more to sleep and for lounging than your birthday suit.
I've had to perform consulting assignments in jeans, sweaters, and jogging shoes, instead of my conventional suits, explaining all the while why it was "casual day" for me, but for no one else.The great majority of missing bags turn up and are delivered within a day or so, though I've had AWOL items take two or more days to finally catch up to me.After consulting in my civvies, one of my clients slyly quipped: "Gary, remember there are two kinds of luggage: carry on and LOST!".I took his hint, and ever since, I've only checked bags under necessity or compulsion.
.Dr. Gary S.Goodman, President of www.Customersatisfaction.com, is a popular keynote speaker, management consultant, and seminar leader and the best-selling author of 12 books, including Reach Out & Sell Someone® and Monitoring, Measuring & Managing Customer Service, and the audio program, "The Law of Large Numbers: How To Make Success Inevitable," published by Nightingale-Conant. He is a frequent guest on radio and television, worldwide. A Ph.D.
from USC's Annenberg School, a Loyola lawyer, and an MBA from the Peter F. Drucker School at Claremont Graduate University, Gary offers programs through UCLA Extension and numerous universities, trade associations, and other organizations in the United States and abroad. He holds the rank of Shodan, 1st Degree Black Belt in Kenpo Karate. He is headquartered in Glendale, California, and he can be reached at (818) 243-7338 or at: gary@customersatisfaction.com.
By: Dr. Gary S. Goodman
