Network Blog

2 nights ago, I was at the Minneapolis International Airport, on my way to Chicago for the "Conspire" Children's Ministry conference at Willow Creek Community Church.  More about that later.  When I booked the flight, I wanted to maximize my time at home and so booked the last flight out to Chicago:  10:35pm. 

Life and schedules change and I wound up getting to the airport earlier than I had originally thought.  (We wanted Lori and the boys to get home in time to for them to get to bed ontime.)  So at 8:30pm, I was wandering MSP.  Looking at a schedule, I discovered that there was a flight leaving for O'Hare at 9:15pm.  Hmmm...getting an earlier flight...getting to the hotel in Chicago and to bed earlier...sounds good.

I went to the gate.  A transcription of the conversation:

Me:  I'm wondering what are the chances of getting on this flight on 'stand by', so I can get there earlier?
Agent:  Yes, we should have room.  This flight is pretty wide-open.
Me:  Great!
Agent:  There is a $50 fee to go stand by.
Me:  What?
Agent:  There is a $50 fee to go stand by.
Me:  But there's plenty of room.
Agent:  Yes, but there is a $50 fee.
Me:  Seriously?  You're going to charge me $50 more to occupy an empty seat 1 hour earlier than I otherwise would?
Agent:  Yes, there is a $50 fee.
Me:  No thanks.
Agent:  But there's plenty of room!
Me:  Yeah, but it's not worth $50 bucks.

So what happened here?  They could have made an ally.  They could have created a sense of gratitude.  It would have cost them nothing for me to switch.  They have disintegrated some (not all, but some) loyalty.  There is also some angst in Minneapolis because of the transitions in the NWA/Delta merger.  This did not decrease the angst.

For NWA, this was an opportunity lost. 

It makes me wonder though.  If we approached our congregation's families...parents...even the young people, with a sense of 'customer service', what messages do we send them?  Do we build trust?  loyalty?  gratitude?  relationships?  Are we doing ministry?  Do we follow the letter or the spirit?

Must think more.