It tarnished the brand, but maybe it's like pennies, where people sort of expect them to have that brown tarnished color.
Here's the deal - if you're charging a premium for a product, it has to be exceptional.
I had a friend who worked for the airlines (this was pre-9/11 days).
He would tell me stories about first class customers. One guy came to the airport and bought 2 first class tickets to france for he and his wife and paid an astronomical sum for last-minute tickets. no problem. Stuff like this happened all the time.
But he said the flip side was that you CANNOT disservice a first-class customer. If you want to see a REALLY MAD person, bump a first class customer. Their expectations are in line with the prices. high.
Here's the deal - if you're charging a premium for a product, it has to be exceptional.
I had a friend who worked for the airlines (this was pre-9/11 days).
He would tell me stories about first class customers. One guy came to the airport and bought 2 first class tickets to france for he and his wife and paid an astronomical sum for last-minute tickets. no problem. Stuff like this happened all the time.
But he said the flip side was that you CANNOT disservice a first-class customer. If you want to see a REALLY MAD person, bump a first class customer. Their expectations are in line with the prices. high.