Don DeLoach's CEO Blog

Everyone wants great service. Who wouldn't? Nobody calls us up and says, "I would like to spend a little more to get the crappy service option". Most want the platinum level service for as little as possible, preferably nothing. But let's be honest, that cannot, or certainly SHOULD not happen. That does not stop some companies from asking, or demanding that it does. Shame on us when that happens. In a moment of weakness, we may have succumbed to the "but we are so big or so important or so valuable" argument that we bend the rules. When we do that, we become the bouncer who lets the rich person or the celebrity in the club while everyone else waits their turn. In fact, now they wait longer. That isn't right. There is no birthright entitling one company to get preferential treatment at the expense of the other. That is what premium service plans are all about. If it really makes good business sense, then paying the extra money to get it is a good investment. But don't expect it for free, because nothing is. If we provide this for free, someone else is suffering as a result, and most likely, someone who has paid for what others may demand for free.

Culturally in the US there is a bias against some third world nations as being "corrupt dictatorships". But what is the difference? When some get more than they deserve at the expense of others who get less, is that not a form of corruption? It may not be malicious, but it is no less wrong. I think there is a great deal to be said for delivering more value than people expect. I love when we can do that, and we strive to do that every day. That is far different from responding to demands for more value than is appropriate. If we do that, it is a disservice to everyone else. That's just wrong. You deserve better.

We want to go above and beyond for everyone. We can't always do that. We can, though, always try to be equitable and considerate of all of our customers, and treat them exactly how we would like to be treated. Nothing less.