Sorry I Didn’t Write Yesterday. Here’s the Story…

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So… I intended to email you yesterday. But I spent most of the day curled in the fetal position…

…when I wasn’t rushing to the bathroom…

…again and again and again. 

(Stuck inside of Mexico with belly blues again). 🤢

I was supposed to hop a plane yesterday morning from Leon, MX to Dallas and then St. Louis.

I planned to write my Tuesday email at DFW airport, during the layover.

But I was in no condition to write an email, much less travel.

So I canceled my non-refundable ticket and waited for Montezuma to exact revenge. 

By last evening, the worst had passed, and I figured I would be able to travel after a good night’s sleep. 

I called American Airlines and braced for the worst. Full fare for a one-way ticket would be $500+.

Hi,” I said. “I was booked to travel from Leon to St. Louis this morning, but I was ill. I’d like to rebook for tomorrow.”

The AA rep looked up my record and confirmed I had a non-refundable, non-changeable ticket. 

“I know,” I said. “But I was in no condition to travel.” 

She prodded: “Did you go to the hospital?” 

(No)

“Did you visit a doctor?”

(No)

“Hmmmm, she said.” 

I chimed in. “I couldn’t have made it to the doctor without stopping along the way — several times. I could share the details with you. But, believe me, I was in no condition to travel.” 

She said, “I’ll see what I can do.” 

And then I waited…

…and waited…

…and waited. 

These endless waits with airline customer “service” are the worst because you’re burning time, listening to horrible music and overly cheery promotions — and all the while, you know you’re not going to get the answer you want. 

Except this time.

The rep rejoined the call and said, “Mr. Ruwitch, I can book you on the 12 p.m. flight. Ordinarily, I’d have to charge you full fare for the ticket. But we can make an exception. I’ve arranged to get you on that flight with no penalties and no fees.” 

An exception! 

So, here I sit, 21 hours after that call, in Terminal D at DFW, waiting to board my flight back to St. Louis…

…marveling at the exceptional service.

And as I recall all of this, I wonder…

Why does great service have to be the exception? 

That’s all. I’m not going to beat this question into the ground. You get it. 

Adios, amigo…

Don't go away yet..

p.s. Coaches, authors, and consultants hire me to power-up their creative content and storytelling to captivate prospects, stand-out and book more business.

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Tom Ruwitch

Tom Ruwitch is the founder and CEO of Story Power Marketing. For more than 30 years, he has helped businesses grow by delivering powerful stories using a variety of different media.