One woman who frequently flew on Southwest, was constantly disappointed with every aspect of the company‚Äôs operation. In fact, she became known as the ‚ÄúPen Pal‚Äù because after every flight she wrote in with a complaint.
She didn‚Äôt like the fact that the company didn‚Äôt assign seats; she didn‚Äôt like the absence of a first-class section; she didn‚Äôt like not having a meal in flight; she didn‚Äôt like Southwest‚Äôs boarding procedure; she didn‚Äôt like the flight attendants‚Äô sporty uniforms and the casual atmosphere.
Her last letter, reciting a litany of complaints, momentarily stumped Southwest‚Äôs customer relations people. They bumped it up to Herb‚Äôs [Kelleher, CEO of Southwest] desk, with a note: ‚ÄòThis one‚Äôs yours.‚Äô
In sixty seconds, Kelleher wrote back and said, ‚ÄòDear Mrs. Crabapple, We will miss you. Love, Herb.‚Äô‚Äù
Nobody messes with Herb. I have never fired a client per se, but I have allowed some I don’t really want to associate with find other options.