Episode #71 – More Airline Sillyness, a Question About my T-shirts, How to Offer Printable Coupons on Your Website, and a Big Marketing Lesson from Jet Blue. “Help! My Business Sucks!” with Andrew Lock
September 1, 2009Episode #71 – “I Do Know It All… I Just Can’t Remember it All at Once” 
Websites and resources mentioned in the show:
Infusion (Download the free guide from Infusion)
One Minute Coupon (Creates printable coupons for your website)
NiftyClicks (Discover the very latest web tools and resources)
Get a Private Telephone Consultation with me (to Help YOUR Business)
Buy This Week’s T-Shirt (from National Media Services)
Yep, many of the big airlines are still screwing their own business up with bad customers service, silly charges, and other nonsense. Long time viewer of the show, Meny Hoffman shares his experience about trying to upgrade on Continental. They wanted to charge him a $250 PENALTY for upgrading to a higher class of fare! The extra $1200 is apparently not good enough for greedy Continental Airlines.
United Airlines are still feeling the heat from Dave Carroll, who created the “United Breaks Guitars” video that’s been seen over 5 million times on YouTube already! Dave’s just released video #2, with a new song. It’s great!
Then there’s UPS who are still irritating me no end. They won’t deliver to our new studio address in Salt Lake City because the address isn’t in their computer! Yet USPS and Fedex have no problem. I HATE the “our computer says” type of excuse. Fix it! Computers don’t think for themseves, they do whatever humans tell ‘em to do!
This week’s question is all about the t-shirts I wear on the show. What’s the marketing signifcance? Watch the show to discover the answer.
You can now offer printable coupons on your website, thanks to OneMinteCoupons.com, I’l share that nifty click with you this week, it’s really useful.
I love hearing YOUR succes stories, so keep ‘em coming. You can submit your story using the ‘ask andrew’ link at the top of the page, and you can win an incredible prize, something from my travels
A few weeks ago, JetBlue offered an ‘all you can jet’ pass, valid for a month, and it was a major success. Think about how YOU can challenge the existing pricing model of your industry and offer something different, and better.
GotBiz.tv is officially launching 9-9-09, sign up for free updates and offes at GotBiz.tv. I’m excited to launch this new network for you, and all the shows will be free.
Let me know your opinion about the show – simply write a comment below.
Enjoy the show!
Regards,
September 2nd, 2009 at 12:13 am
That is the challenge we need today! Good advice. My GF’’s bag just got lost and no one at the airline can trace it!? How can that happen…laziness and jealousy I say, oh yeah and greed.
September 2nd, 2009 at 1:19 am
Andrew…..keep wearing the T shirts!. I look forward to “what your t shirt will say” when I watch your show each week. Always puts a smile on my face. Enjoy your show.
September 2nd, 2009 at 3:11 am
I like the video, nice t-shirts. I’m frustrated that you have these kind of problems. Thank you, I really enjoyed your show, keep up the good work. I have got all the information i needed from this video.
September 2nd, 2009 at 1:25 pm
The phone companies do the same thing. There is an $18 fee to upgrade your fun with certain companies.
September 2nd, 2009 at 2:33 pm
it’s hard to believe that after damaging someone’s property, a supposed reputable company would not reimburse for what they have done. his guitar should have been repaired on their dime or they should wrote him out a check for a new one.
September 2nd, 2009 at 3:25 pm
Hi Andrew, Another great show! I’m so pleased you showed the video song about United. Great song and I’m certain it will have a huge impact upon United. I’ll never fly with them, that’s for sure. Just based upon this incident.
UPS is even worse. I’ve had items “lost” by them when they simply left them behind without regard to where they put them when they couldn’t get into my office – AFTER HOURS! And when the item was reported “lost” the driver had the audacity to complain that he was going to lose money on the item.
Even worse is the inconsideration of UPS as well as Fedex in double parking their trucks wherever they want to because “they don’t have the time to park normally” as required by law of everyone else. I’ve seen too many of them actually double park RIGHT NEXT TO AN EMPTY PARKING SPOT, and they have the audacity to just go about their business without regard to anyone else’s safety while they have to travel around the double parked trucks. Outrageous behavior and its sanctioned by UPS itself. You should consider doing an episode on that alone.
Again, thanks for all you’re doing.
Best,
Ted Robinson
September 2nd, 2009 at 4:37 pm
Hi Andrew – Just wanted you to know that UPS is NOT my delivery service of choice! I much prefer FedEx Ground for the following reasons: 1) FedEx delivers before noon where UPS has arrived as late as 10 PM; 2) FedEx rates are lower; 3) FedEx counter personel are professional.
September 2nd, 2009 at 5:13 pm
Over the years I have seen the quality of service and the quality of cusomer service steadily go downhill. When there is a problem, people in all levels of the companies don’t even seem to care. Now that we are in a recession and many businesses are failing, you would expect them to step up service in order to stay in business, but in fact it only continues to get worse. When they run themselves out of business, they will blame the economy (not themselves) and probably want a bail out.
September 2nd, 2009 at 6:04 pm
Hi Andrew, there seems to be a corruption in the video by the looks – the video plays for about 20 second and then stops.
I have watched other videos of yours without issue – this one seems to be a problem.
Feel free to delete this message once you have read it as well.
Cheers
Tony
September 2nd, 2009 at 8:56 pm
Greetings Andrew…
Here’s my irresistible offer: I’ll produce a complimentary T-shirt for you with your suggested slogan and any great image you choose from my stock illustration library. I could use the marketing exposure.. you could get dressed up in style…
Cheers,
Sharon
PS. Thanks for your great content!
September 3rd, 2009 at 12:02 am
I’m glad you discussed airlines!! They are not customer service-oriented enough! They charge WAY too many fees for almost any ridiculous reason they can come up with. I’m glad you addressed this issue.
Thanks!
September 3rd, 2009 at 3:37 am
hi andrew
actually it is neat presentation first of all then the news given by u so touching and it creates some awarness to the listener and the song whose wrote is so touching. Im glad of the work done by u..really u r great..
September 3rd, 2009 at 7:26 pm
Quite an entertaining and informative web show, I am impressed.
You make some really good points…one can only hope that the right person will catch wind of this video and actually mull it over. We were actually watching an episode of South Park last night where they invented an…er…vehicle that was selling like crazy, although it was….uncomfortable…to use, simply because it was less miserable than dealing with the airlines. Funny to come across this today while that topic was still fresh in my mind. But it’s not just big businesses that stand to learn some lessons about customer satisfaction and retention, of course. We *all* need to remember that without the customer, we don’t have a business. And it’s all too easy for a customer to find someone else to buy from if we are not providing an experience that is positive.
September 4th, 2009 at 10:03 am
Hi Andrew and all!
I can’t believe airlines and their policies. I had a nightmare just yesterday with the airlines…I will try to be brief:
I am getting married this year…the plan was to get married in August, so in April I used Yahoo! Travel to find cheap flights for November to the Florida Keys for the honeymoon. As my fiance is taking on my last name – we booked the flights as Eric and Amy Putkonen…on American Airlines.
As August approached, life has been difficult and we decided to push the wedding to November and get married while we are in the Keys.
Now, to board you need to present a government issued ID with the same name. As my fiance’s name will not change until after the trip, I called Yahoo! Travel Reservations to notify them of the change and that the last name would have to be altered…as we decided to get married in Florida and she will not have a government ID with Putkonen until after the trip.
They immediately told me that it could not be changed…it was policy. I pleaded with them to do something, and I was told I should buy another ticket…or take the trip at another time (everything else is booked – like that is an option). Eventually, I was told I would be put on hold while they called American Airlines to see what could be done. Over 5 minutes later (on hold), I was told nothing could be done…it was policy.
I hung up and called American Airlines myself. Again, I was told it was policy and it could not be changed. I said I paid for the ticket and have all the proof it is mine…I should be able to bring my fiance with me as planned. I was then told that they would not work with me and if I wanted help I should have my agent (Yahoo Travel) to call them. I said they did already and then I was told “our records show no call took place.” It was suggested I call Yahoo! Travel Reservations again and tell them to call their agency support line…not the normal help or reservation line.
So I call Yahoo! Travel Reservations again…this time asking for a manager immediately. I get a manager and tell them the situation again. He says, “it is policy…we can’t change it and you may have to buy another ticket.” So I told him I called American Airlines and was told something might be able to be done if they called.
I am put on hold again for 10 minutes. The manager at Yahoo! Travel Reservations comes back and says, we can make the change for $20. At this point, I just want it over…I have been through phone system hell and on hold to the point of wasting over an hour of my time. So I paid the $20 and was assured all is well.
Now both Yahoo Travel and American Airlines failed here. Yahoo Travel should have been able to work with them instead of me calling American Airlines. And when I did call Amercian Airlines, they had all the information – who I was, that the tickets are paid, seat numbers, everything…they could have easily made the change on their end – as I am flying with them.
I may never use Yahoo Travel again…and I am fairly ticked at American Airlines as well.
September 4th, 2009 at 10:08 am
Also, I forgot to mention calling Yahoo Travel brought me to Travelocity.
So I hesitate to every use Yahoo Travel or Travelocity at this point.
September 4th, 2009 at 2:35 pm
Great site you have – are you having fun with it? Keep up the good work and good luck with your site!
September 4th, 2009 at 6:09 pm
Airline issues is funny. There are so many businesses that have problems these days. You are right though customer service sucks with airlines.
September 4th, 2009 at 9:19 pm
I like the video, nice t-shirts. I’m frustrated that you have these kind of problems. Thank you, I really enjoyed your show, keep up the good work. I have got all the information i needed from this video.
September 5th, 2009 at 12:23 am
hi i like the video, nice t-shirts. I’m frustrated that you have these kind of problems. Thank you, I really enjoyed your show, keep up the good work. I have got all the information i needed from this video. Thank u!
September 5th, 2009 at 7:26 am
Hey Andrew
I stumbled upon your website by accident but I am very happy I did. Your web video was very cool and interesting. I have my own website that I’m trying to get moving along a little better and just watching this one video of yours has already given me some new ideas. I’m also going to take a peak through the rest of your website and see what else is going on
Thanks Andrew
P.s All that stuff about the airlines blew my mind it’s crazy to think they can do all those things. It’s only because they have all the money can they kick the little people around.
September 5th, 2009 at 5:06 pm
Hahah. I cant get over how funny that united airlines song was. I think the idea for this show is really cool. I have never seen it before but I am for sure going to look for new episodes of this online. The advice isnt just professional but realistic and I like the sense of humor of the host. Great idea guys. I actually just wrote to the ask andrew segment haha!!
September 5th, 2009 at 6:31 pm
Really enjoyed this episode. And the video by the guy whose guitar was damaged by United was great. But my question is, how much difference does such a video really make to a company like United? It would be great if you could quantify the effect, if any.
September 6th, 2009 at 12:07 am
Before going to say about this the show..first of
all thanks to bring this issue on the net….i completely agree what you are saying about the situtation happening in airlines…they are too lazy and i too have experinced this issue….i really enjoyed this video thanks Mr.Andrew….have a good day…you are looking cool in this video….
September 6th, 2009 at 4:20 am
Very good show.
Why don’t you send a Google Map of your address to UPS so they can update their data base.
Regards,
Roger
September 6th, 2009 at 9:25 am
Andrew,
This is off topic but I’m not sure where else to put this so here goes…
I have been listening to your podcast for several months now and it’s great.
Could you create an iTunes feed that is audio only?
The only chance that I have to listen to it is either walking the dog or in the car so I never see the video.
The shorter download time would be appreciated.
Thanks.
September 6th, 2009 at 10:07 am
How i wish i could have made a song about how careless airlines are, but im not so gifted in the musical arts.
Nice Song though and thanks for caring enough to bring out this issue. I know what a pain it is to lose something precious due to the carelessness of others.
September 6th, 2009 at 1:08 pm
hi andrew and all i think this video teach some lessons and i wish u to do more videos like this you are very cute thank u
September 6th, 2009 at 5:19 pm
WOW!1200 for only an upgrade? messed up… OH lol when he said what’s the deal with airlines, i thought it was a stand up comedy thing ROFL
September 7th, 2009 at 1:43 am
Hi Andrew, an excellent and wonderful video. I like this video… u have given a great & valuable advise…. interesting song…. Thanks for giving a enjoyable show… and one more thing, your T-Shirt is very nice…… Great selection….. You Are Really GREAT!!!!
Cheers
Sherly
September 7th, 2009 at 4:22 am
Hi Andrew, great video. Nice collection of T-shirts,Keep coming with such wonderful shows.
I like your confidence and style,i enjoy your show like anything.
Thanks
Muzammil
September 7th, 2009 at 12:14 pm
good video… silly airlines of course. T-shirt is great ….
September 7th, 2009 at 12:58 pm
This show was very interesting. I hate how airlines like to charge people for miscelleneous things, especially for upgrades. I think that they would be more than willing to process the upgrades, because it gets them more money. Keep up the good work.
September 8th, 2009 at 5:39 am
Hey Andrew
I stumbled upon your website by accident but I am very happy I did. Your web video was very cool and interesting. I have my own website that I’m trying to get moving along a little better and just watching this one video of yours has already given me some new ideas. I’m also going to take a peak through the rest of your website and see what else is going on
Thanks Andrew
By joel
September 8th, 2009 at 5:41 am
Nice video….. I liked it. It’s a good advice to today’s citizens. But after about 2 mins, the video became corrupt…… I dow why ! Anyway, from what seen, the show is nice; the T-shirt looks good.
-Sheeja
September 8th, 2009 at 7:02 am
the video is good.it impressed me a lot.it provides awareness to the citizens.
September 8th, 2009 at 3:30 pm
Great episode. Poor customer service is no longer an option in an environment where customers can quickly document their bad experiences on the Internet and share their experiences through various social networking sites. I look forward to the gotbiz.com launch!
September 8th, 2009 at 10:09 pm
For the most part I liked your video. I dont think the t-shirts are appealing to women, too cheesy. I also think that you shouldnt have shown the entire music video. It was too long and only funny until after the firt chorus. That extra time could have been spent on another useful fact like the “do something radically different” thing.
September 9th, 2009 at 6:22 am
Hey Andrew
I stumbled upon your website by accident but I am very happy I did. Your web video was very cool and interesting. I have my own website that I'm trying to get moving along a little better and just watching this one video of yours has already given me some new ideas. I'm also going to take a peak through the rest of your website and see what else is going on
Thanks Andrew
P.s All that stuff about the airlines blew my mind it's crazy to think they can do all those things. It's only because they have all the money can they kick the little people around….
January 24th, 2010 at 6:40 pm
Hi Andrew,
Here are several things people need to know about Jet Airways.
Jet Airways sucks, Jet Airways is a racist airline, Jet Airways is an airline Bigot!
Jet Airways is one of the racist airlines in the world.
I was delayed for 3 hours, even when I was early. And after the delay, guess what? They said that they needed to be furnished with supporting documents. Supporting documents that no other passengers have to provide, but myself. Then even when those so-called “supporting documents” are produced and showed to them, they refused to give me my boarding pass, based on the bag I was carrying (I was not using one of those “trolley bags” that people generally bring for holidays). Based on this they thought that I’m some kind of poor chap trying to stray off to another country. That was what they said. This is discrimination!
Furthermore, they even more vigorously denied me the boarding pass, only after I have confronted them with whether the fact that I have a beard, therefore a muslim, which affected their decision. This is again discrimination!
It’s not that the proof was not there. It was there. I showed them. But they denied. I can only think that this is obviously a biased attitude, based on pure discrimination, not facts. They won’t even accept tangible proof.
I as a muslim, am disgusted by these unfair treatment based on my religious belief.
Truly Jet Airways ought to be ashamed of their racism, and religious discrimination.
NOW WHERE IS MY REFUND!