Manager’s Tea Break

What Customers Really Want


Listen Later

This summer, I flew back to the US to attend a family wedding. As a frequent traveller, I had prepared accordingly:

iPad?

✔️ Charged and ready

Netflix?

✔️ TV shows downloaded

Spotify?

✔️ Playlists available offline

Yet, I made a mistake I’ve done already one too many times before: connecting the iPad to the airport Wi-Fi during my layover.

After my connecting flight took off, when settling myself down with my iPad ready to watch a little TV, I realized my error.

Most of the shows I had previously prepared had now disappeared. Those that remained displayed the error, “Download not available in this country.”

I started mentally kicking myself.

Fool — you should have kept it on airplane mode until arriving.

Groaning and resigning myself to the airline's offering, I looked up at the seat console TV to browse the in-flight options. Then I noticed a little sticker on the back of the seat, reading “free high-speed in-flight Wi-Fi available”.

Instantly my brain oscillated from “Hallelujah!” to complete skepticism.

I bet it’s expensive and slow as hell.

I tried connecting to the network and, as expected, I was met with…not much. After waiting a little while, an orange error message under the Wi-Fi network appeared that read “No internet connection.”

I tried forgetting and reconnecting to the network a few times and eventually, I did manage to get a connection — and, incredibly, it seemed like it was indeed for free! (I had assumed there would be tiered plans.)

But, I couldn’t get a single webpage to load, it was just continuously buffering.

Now, the frustration I had with myself for connecting to the internet prematurely was displaced onto the airline.

I felt it was a classic case of over-promise, under-deliver, and it left me feeling even more irritated than before.

Full blog available on Medium.

Credits:

Read aloud by the author.

Image credits:

Photo by Aerojet on Unsplash

Music credits:

True Feelings: Relaxing Lofi by The Turquoise Moon

Relaxing Lo Fi Chill by Sondé

Sofa Sleeping by Jon Presstone



This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit nikkiparsons.substack.com
...more
View all episodesView all episodes
Download on the App Store

Manager’s Tea BreakBy Nikki Parsons