On Wednesday, I was returning from a trip to Jackson Hole, Wyoming.
While on the flight (which was delayed numerous times, like so many others around this time this year) I went to log on to the Wi-Fi.
Then, on to the Paramount app on my iPad (to get my fix of watching Tulsa King & Yellowstone). I waited…but no luck. I could not log on.
So then, I tried to log into my Disney app. Why not watch a little Marvel?! But still no connection. The Wi-Fi said it was connecting, but the signal must have been too weak.
So, I tried Netflix. Surely, I can watch a lovely Christmas movie there?! But again, NO CONNECTION!!!
With everything l had been through, multiple delays, cold weather, unruly passengers, airlines making excuses…even warm beer (I’m not sure which one of those was the worst!), I just needed a little break!
Many of you have had to travel recently, so I’m sure you can relate.
So, one last shot. Please, Wi-Fi work, please! I logged into Amazon Prime…let’s go Jack Ryan season 3. After all, that’s good stuff. I hit the button, hoping to win the in-flight Wi-Fi lottery against all odds and…
SUCCESS! We are in! I can finally zone out and relax for the rest of the flight.
But a question nagged at me: why did all these streaming services fail but Amazon Prime worked? It’s the same internet connection, right?
No matter the justification or reason, Amazon Prime delivered.
And the one that delivers the service wins. Period. Always.
Now, I am not saying that Disney or Netflix aren’t both awesome. I think they are great. Maybe they just had higher bandwidth that couldn’t load, or the internet connection just didn’t like them for some reason on Wednesday afternoon (now you know I’m not a techie!). But still, it really got me thinking.
Service. People want what they want when they want it.
And if you offer it as a built-in amenity for going with you, then you sure better deliver.
Whether in business, in relationships, or even when selling airline tickets, never promise something that you can’t back up.
Fail to deliver, don’t live up to expectations, break that trust, and you’re at risk of losing them forever.
But do what you say and do it well, and you just gained a loyal customer, partner, or friend for life.