I have been a member of the American Airlines Admirals Club for a number of years. Clubs are available at a number of major city airports and provide an oasis of quiet and comfort while I travel. They are also great places to get some work done while I wait for my next flight.
The Admirals Club at the Nashville, Tenn. airport was closed soon after the September 11 terrorist attack. Fortunately, that club reopened late last year. At a small airport like Nashville, it’s very easy to get to know and have a relationship with the staff. It feels good to walk into the club and be greeted by name and asked how my family is.
Last week, my oldest daughter, Kelly, was connecting through Nashville on her way to Portland, Ore. She had a two-hour layover and I suggested to my wife Karen that she meet Kelly at the airport. I planned to contact my friends at the Admirals Club to see if they could provide Karen with a pass to get through security so she could meet Kelly at her gate.
When I called the number for the Nashville Club, I was directed to the American Airlines general Admirals Club helpline. It took two calls back to figure out how to navigate through the menu to get to a live person. Once I finally got through to an agent and explained that I wanted to talk to someone at the Nashville Club, I was nicely but firmly told that that was no longer possible.
Apparently, American Airlines has changed their policy to prevent Club members from contacting anyone directly in any of their Admirals Club locations. I was also kindly informed my wife would not be able to get a security pass.
I am disappointed in this policy change. You see, relationships still matter. The employees at the Nashville Club take care of me. They are the face of American Airlines. They do a lot to smooth over the natural frustrations that are involved with traveling.
I understand American’s need to control access to local Club personnel so they are able to service the members at the Club. I also suspect there are some people who, when given access, abuse it. I, however, am not one of those people. I now feel a little more disconnected from American Airlines. It appears that efficiencies are more important to them than relationships.
That experience got me thinking. What technologies, policies, and procedures have you put in place in your organization that you hoped would increase efficiencies but have instead resulted in barriers to relationships?
Efficiencies are important. But you need to balance increased efficiency and effectiveness with the ability to establish and build relationships with your key prospects and clients.
