If you offer-- be sure to deliver!

  I rode a discount airline a couple of weeks ago to a meeting out of state.  I had heard great things about the airline and decided to give it a try and see what might happen!  WELLLLLLLLLLLLLL--- if the price seems to be to good to be true, there is probably something wrong!
  In fact, the trip from home to the out of state location was uneventful.  No big deal.  About 2/3 of the way into the trip, the flight attendant came on the speaker system and announced that special shuttle service was available from the airport to the hotel corridor of this city.  Although I had elected not to take the airline arranged shuttle service initially, I reconsidered, gave the lady my credit card and had a voucher for a round trip from the airport to the hotel and back.  At least that was my initial thought.
    The plane lands, I get my bags and go to door 11 where the shuttle was supposed to be waiting.  Well, what was waiting were 567 other travellers, all believing like I, this was a great deal and sign up.  I asked one of the individuals in the line how long they had stood in line.  They said 1.5 hours!  Well, I elected to get my money back-- which was more challenging than it needed to be, however, did get it back.  I took another shuttle and was in my hotel within 1.4 hours, about 1 hour longer than it should have taken.
    What I found so amazing was that the staff at the shuttle dispatch had no idea where the shuttles were, when the last one had come and when the next one was arriving!  I asked about scheduling, radios, etc. etc.  Each question was answered by a blank stare-- they honestly did not know what was the answer!
    This little experience got me to thinking about other businesses.  How many times do you offer some service, product, benefit and then fail to deliver on it?  Most of you will say NEVER, such things never happen.  Oh, really------------- you don't say?
     Don't become complacent here.  Check out what is going on in your business.  If you say that you are going to do something, then do it!  Make sure that there are no surprises to the customer-- Never any surprises.  Sadly, there was no one in management around when the shuttle line formed; thus, the line continued to form until folks like I elected to balk and go elsewhere.  This is the same in your business if you are not paying attention-- customers/clients will balk and go elsewhere.  If you say you are going to do it, then make sure that you deliver on your promise!