92 responses

  1. Nenad
    June 22, 2014

    Hi Marcus. I am so sorry you’ve had to go through with such a terrifying situation with your so young daughter. I don’t have to tell you the worst part is the feeling of helplessness, when most of the situation is in the hands of others you have to trust. I wish her a quick and successful recovery.

    About your writing on humanizing the business. I totally get it what you’re trying to say. Totally. When I had a really easy request for the airline I flew with back home from Australia, the lady that was the kindest basically told me that my reason for the request is used by many.

    It made me think about this again. When so many make up reasons to gain what they want, isn’t it understandable that even business becomes cautious and simply you don’t know who to believe anymore? It sucks big time, but they don’t know us individually, and they don’t know we’re telling the truth. It reminds me a bit of highscholl or college. You know, so many grandmothers “die” and there are so many have-to-go-to-a-funeral types of excuses, a professor stops believing anyone. I used to be a college grad assistant. But when sth really bad was going on in my family and it was really a legitimate excuse for me being late with my assignments I started thinking about how the events are so bizzare, no one will take me seriously or really believe me, although everything was really happening. It makes you think.

    So what is the solution?

    On the other hand, there are companies like Amazon or Bloomberg Businessweek… The deliveries of my BB copies used to be late, I complained. They didn’t blink and think I wanted to take advantage of them or anything. They resolved the issue and without questions added 8 additional issues to my subscription for free.

    Do I make any sense?

    Good luck, my friend.

    • Marcus Sheridan
      June 30, 2014

      Makes a ton of sense Nenad, and I can only thank you for stopping by with your kind words.

      Pink is finally doing much better and I’m incredibly grateful for that.

      Have a great week ahead my friend,

      Marcus

  2. Michael
    June 22, 2014

    Marcus, I am so sorry to hear about your daughter. But thrilled to hear she is doing better. My Thoughts and prayers to all of you and for her continued recovery.

    I have had a few similar incidents while traveling. And it is amazing how even just a bit of empathy can go a long way. True in business as well as life.

    Stay well my friend and take care!

  3. Brian Hasenbauer
    June 22, 2014

    My daughter (5) had the same surgery in February for sleep apnea. Sleeps great now… Glad that your daughter is getting better. Enjoy getting some more sleep at night!

    • Marcus Sheridan
      June 30, 2014

      Thanks Brian…and the sleep is finally here, tonight will be our first without having to sleep in her room so as to be vigilant of any activity.

      Best,

      Marcus

  4. Jeremy Abel
    June 22, 2014

    Hi Marcus,

    Wanted to send my best to you and your family during these challenging times. Please know that you’re in my prayers, and I hope everything turns out for the best. It often amazes me how God tests us, but we should take comfort in knowing how well he’s prepared us physically, emotionally, and sometimes financially, to gracefully prosper in the face of such challenges.

    The companies (and people) that build an emotional connection with customers are those that eliminate the barriers to great decision making. They cut out (or bend) policies, knowing that a one-size-fits-all approach doesn’t deliver the same experience for every customer. They give the employees who are closest to the issue needing resolve the power to delight customers, which in turn creates a positive experience that said customers are more likely to share with their friends. As a result, the customer’s story becomes the brand’s story.

    Again, wishing you and your family health and strength, Marcus.

    God Bless,

    Jeremy

    • Marcus Sheridan
      June 30, 2014

      Really appreciate that my man!

      Marcus

  5. Tony
    June 22, 2014

    Between accepting all requested flight changes and stinging hard the customer by charging him 530 bucks for a return itinerary whose full ticket costs USD 200, there must be a point which is fair and “human”.

    The moment you hand the lady your credit card she should have realised two things:
    1.- You’re not telling her any BS.
    2.- That will probably be your last flight with them.

    They had the chance to become your hero by doing something special in a very delicate moment, and make you a loyal and recurrent flyer. An “evangelist”. They decided to kill the golden hen and get it all. And they did it twice: face to face, and on the phone. I beg if you try by fax, email and twitter, chances are you’ll get a No-No-No. That’s a smart policy: not taking advantage of those seldom circumstances they can easily convert in a loyal and frequent traveller.

    Not to mention the extra “promotion” made on your post: no badmouthing at all, but an elegant description of the incident. Can’t think of a worst review for them.

    I’m not sure whether or not I ever flew Porter Airlines. But I’m sure I’ll never do.

    P.S.: When I come across one of those clercks “sticking to the policy” and not even trying to listen to the customer, I always end up telling them: “It’s been pretty impressive to meet someone that reached his/her professional career summit so young”. Unfortunately they do not normally get it, but this helps those queueing behind me prepare for the worst.

    • Marcus Sheridan
      June 30, 2014

      Tony, you hit the nail on the head my friend.

      And although Porter may never have responded to this, many great people like you did.

      Best of all, Pink is just about 100% recovered.

      Marcus

  6. Mike Gingerich
    June 22, 2014

    So sorry to hear about your daughter man! Praying healing!

    • Marcus Sheridan
      June 30, 2014

      Appreciate that Mike!

  7. Ken Jacobs
    June 22, 2014

    Thank you for sharing your story, Marcus, and sending positive vibes to Pink for her continued recovery, and for strength to you and your wife. Very sad when companies like Porter Airlines teach their employees to value “Policy” over “People.” Whey they do so, they seem to forget that it’s people, not policies, who buy tickets on their airlines. And it’s the same people who can choose Porter’s competitors in the future. I know that’s what I’d do if given the choice.

    • Marcus Sheridan
      June 30, 2014

      Well said Ken…and thanks for the kind words. Pink is almost all the way back and we’re finally relaxing a little bit. :)

      Hope your week ahead is a great one,

      Marcus

  8. Kate
    June 22, 2014

    Great news your baby girl is doing better. Best wishes, Kate

    • Marcus Sheridan
      June 30, 2014

      Thank you Kate :)

  9. Kathy & Brian Oken
    June 22, 2014

    Marcus,
    So sorry to read about this. We are keeping you and your daughter and your entire family in our prayers. On top of your anguish and worry, I cannot conceive how a company can put its policies first no matter what. Really sorry you all are going through this.

  10. Scott
    June 22, 2014

    Marcus,
    Long time reader and admirer of what you’ve accomplished. – This is the 1st time I’ve written because I appreciate the fair way you wrote this while making a very valid point and more importantly, as a father of 2 girls, to wish your daughter all the best for a speedy and full recovery.

    Best wishes to you and your family.

    • Marcus Sheridan
      June 30, 2014

      Scott, so glad you took a minute to say hello.

      Pink is doing much better, so thank you for that but also thank you for being a reader as long as you have.

      May your week ahead be a great one,

      Marcus

  11. Mark W Schaefer
    June 23, 2014

    I’m sure there wasa business lesson here but I couldn’t get past the scare for your daughter. Prayers are with you Nikki and Pink!

    • Marcus Sheridan
      June 30, 2014

      Appreciate my friend! She’s doing much better now and tonight will actually be the first night I don’t have to sleep next to her to have watch. :)

      Hope you have a great week ahead bud,

      Marcus

  12. Walter Pollard
    June 23, 2014

    Marcus,

    I’m so sorry to hear about your daughter. Hopefully she is doing much better. Prayers and best wishes to Pink, Nikki, you and the rest of your family.

    • Marcus Sheridan
      June 30, 2014

      Appreciate that buddy. Hope you have a great 4th and that all is well for you and your fam also.

      Marcus

  13. diana
    June 23, 2014

    Oh heavens, Marcus, my heart jumped through my own throat when I read this. I wish I could have helped babysit or SOMEthing. Man. Please know I’ll be thinking about you all and offering prayers. So happy your baby girl is doing better. The rest, ack. Money. Love is everything. Much of it to you and your family.

    • Marcus Sheridan
      June 30, 2014

      You’re as kind as they come Diana :)

      Pink is just about 100% again…just a little raspy but other than that, smiling all the day long ;-)

      Best to you!!

      Marcus

  14. Laura Click
    June 23, 2014

    Marcus – I’m sorry to hear about what happened with Porter Airlines. That is very disappointing. But more importantly, I’m sorry about the scare with your daughter. I’m just glad to hear she’s doing better. We’ll pray for continued recovery!

    • Marcus Sheridan
      June 30, 2014

      Appreciate you stopping by Laura. Pink is just about back to herself again. :)

      Hope you have a great week ahead,

      Marcus

  15. Nichole Kelly
    June 23, 2014

    Marcus – What an incredibly scary time for you. I’m so sorry you are going through this. It struck a really close chord for me as Giavanna was scheduled to go in to get tubes in her ears and her adnoids removed this week. Her surgery has been postponed because her blood work showed that she is slightly anemic which could have caused a very similar situation had we gone forward with the surgery. My thoughts and prayers are with you and your family and I’m so glad to hear that Pink is doing better.

    My reaction was much like Mark’s. It’s hard to get past the fear that I know you’ve felt over the last few days.

    The business lesson here is an important one. Have empathy for your customers and treat them as if it were you in their exact shoes. Then treat them as you would like to be treated in that situation. When you do, the cost of your empathy will pay for itself time and time again.

    • Marcus Sheridan
      June 30, 2014

      Wow Nichole, that’s really interesting about your daughter. Pink dealt with some anemic issues while this was going on, so that’s certainly something to watch out for.

      It’s a bummer when health is a double edged sword as it was in my case and in yours. Hope all goes well for Giavanna though– Pink is just about all the way back to normal. :)

      Best to you and I’m sure I’ll be seeing you at an event soon,

      Marcus

  16. Christina
    June 23, 2014

    Very sorry to hear about your situation with Porter Airlines. Keeping your family in my prayers!

    • Marcus Sheridan
      June 30, 2014

      Thanks for that Christina! :-)

      Marcus

  17. Edwin Vlems
    June 23, 2014

    Wow what a story Marcus, I hope everything turns out well.

    • Marcus Sheridan
      June 30, 2014

      It did, thanks Edwin :-)

  18. Kathy Webb
    June 23, 2014

    First and most important, a prayer that Pink bounces back quickly and the Sheridan family is once again rolling with business as usual. Thanksgiving, as well, that it was in fact a relatively simple, albeit scary, emergency.

    Nenad said it well, there is so much B.S. out there that these front line CSRs are trained by their employers to follow policy without exception. I will be surprised if Porter Airlines doesn’t try to make this right with you, however what about others who don’t have your megaphone. How easy it would have been to display some empathy AND a proposed plan of action for you to follow after the fact to validate your verbal claim (a hospital bill for example, or for others a death notice) and get an adjustment. That takes the decision away from front line, and calms the honest customers that there is an appeal process to clear this up.

    • Marcus Sheridan
      June 30, 2014

      Great point Kathy. I can totally understand they’ve been burned before, but like you said, that’s why there are policies created to ensure they don’t make bad decisions to hurt their brand.

      Porter never did contact me but that’s quite alright, my little girl is almost back to normal. :-)

      Hope you have a great week ahead Kathy,

      Marcus

  19. Randy Cantrell
    June 23, 2014

    Prayers for your family and especially for Pink. Being on the road during a crisis is about as vexing as things get. Thankful you’re all on the road toward Better Days now.

    You’re being far kinder to Porter Airlines than they deserve. But in your words, “it is what it is.”

    • Randy Cantrell
      June 23, 2014

      Wait just one minute! I just looked and saw that Porter is a sponsor of the event you were speaking at! I’ve one word for you: CONGRUENCY (or in Porter’s case, INCONGRUENCE). Shameful, Porter Airlines.

    • Marcus Sheridan
      June 30, 2014

      Randy, old friend, really appreciate your kind words bud and hope all is well for you out there in the great state of Texas. (less the Cowboys ;-)

      Best,

      Marcus

  20. Jonathan Christian
    June 23, 2014

    Marcus – you’re an amazing Dad and professional marketer! I get both situations, most of all praise God for Pink’s safety through all of this and her ultimate healing.
    Porter airlines, too bad, so sad.
    Thank you for once again for taking the high road and showing us all how life’s priorities and our choices highlight what’s really most important.
    Jonathan

    • Marcus Sheridan
      June 30, 2014

      My pleasure Jonathan, and thank you for taking a moment to leave your thoughts here.

      Wishing you the very best,

      Marcus

  21. Lisa
    June 23, 2014

    When your kid is sick, the world stops. Thank goodness Pink is on the mend, and as a result, you and your wife, too.

    As for Porter, lotsa lessons there. Who’s the voice of policy in any company? Preserving policy is important, of course, but remembering WHO it affects and then making exceptions when appropriate is kind and wise.

    • Marcus Sheridan
      June 30, 2014

      Appreciate the kind words Lisa,and Pink is finally on the up and up. :-)

      Best to you,

      Marcus

  22. Bob Reed
    June 23, 2014

    Marcus, so glad to hear your daughter is on the mend after a very stressful event. I’ve been in your position and can emphasize.

    People over policy? Yes, but that other “P” word comes into play here: profits. I’m not sure if Porter and companies that operate like it understand that each person it touches now have communities large and small. You are taking the highroad in this post, but your experience might give those of reading this pause when considering Porter as an air travel option.

    Peace to you, Pink and your family.

    • Marcus Sheridan
      June 30, 2014

      You’re a good soul Bob, and I really appreciate the thoughtful comment.

      Pink is finally doing much better…which means I might actually get caught up on my inbox soon! ;-)

      Best to you sir,

      Marcus

  23. Russ Jones
    June 23, 2014

    Thank you for this great article. I am glad to hear your daughter is doing better, as a father of two daughters it nearly brought me to tears (knowing that exact feeling of rushing to a hospital unsure of what you will find when you finally get through the doors).

    That being said, I have a different take. I mean no specific focus on Porter Airlines – they sound no different from most other businesses and in fact might be “better”. However, what I don’t seem to understand is this idea of “humanizing business”, or more importantly am jolted by its apparent necessity.

    How has it become in this world appropriate for business to be inhumane? Business is, at bottom, a human endeavor. That we lose sight, even for a moment, that the purpose of our work is to improve the human condition (our own in the service of others) is nothing short of a moral tragedy. In any moment, at any time, under any circumstance, which a business ceases to be a means to that end, it should be cast aside like an empty bottle of water. An inhumane business is no business at all, it is trash to be discarded.

    • Marcus Sheridan
      June 29, 2014

      Russ, you bring up a great, deep point—one that really should be talked/written about in further detail.

      And thanks for the kind words regarding Pink, she’s doing much better and tonight is her first night without mom or dad sleeping in a bed next to her on watch. ;-)

      Best to you bud,

      Marcus

  24. Adrienne
    June 23, 2014

    Hey Marcus,

    I know I haven’t been by here in awhile but I did want to say that my thoughts and prayers are with you and your family as Pink has to endure all these horrible things happening to her poor body. Bless her heart and I have no doubt it will all work out in the end although going through this is never any fun at all.

    As for Porter Airlines, I’ve never heard of them and it really makes me sad that with only 50% capacity on that plane ride back that they couldn’t have acknowledged the importance of what was really going on here and helped you a little instead of stick you with that high price. Granted I’m sure that a lot of people will throw that up at them and they have to make a rash decision which is probably why they stuck with their “policy”. Either way they have to understand that with their business comes real live people and for that I hope they will reconsider and help you out a bit. I’ll keep my fingers crossed for you.

    Best of luck to you and Pink, hope she’s finally on the road to recovery.

    ~Adrienne

    • Marcus Sheridan
      June 29, 2014

      Adrienne, so very nice to see you, and I hope you’ve been well.

      Thanks for taking a moment to offer your kind words about Pink. She’s certainly doing a good bit better and almost all the way back to normal…with a raspy voice ;-)

      Smiles,

      Marcus

  25. Emily Crume
    June 23, 2014

    Prayers and healing for Pink, and cheerful support for you and your family, Marcus! Wishing you all the best!.

    Thanks for sharing your story, For me the business lesson is one of empowerment. Companies do their customers and themselves a disservice by not empowering employees to use good judgement to override policy. That was all that was needed in this situation, sorry that it wasn’t fulfilled.

    • Marcus Sheridan
      June 29, 2014

      Appreciate that very much Emily, and hope you’re doing well also. Pink is almost fully on the mend, so we’re quite relieved. :)

      See you soon (I’m sure),

      Marcus

  26. Kathryn Exner
    June 23, 2014

    I am sorry to read about this health scare you had with Pink. I hope that as I write this she is healed from her ordeal and that you’re all breathing easier.

    If Porter Airlines cared about the health of children, why would they be aggressively lobbying to expand their operations to fly jet aircraft out of Toronto’s island airport and more than doubling their customer levels when the geographically closest stakeholder is a k-8 public school and daycare facility, a mere 300 yards from the main runway? The school predates Porter by almost ten years.

    For those of us who live in the immediate neighbourhood and whose children attend this school, please consider flights from Toronto’s Pearson International Airport.

    • Marcus Sheridan
      June 29, 2014

      Interesting points Kathryn, I wasn’t aware of that.

      Best to you and your wonderful city :)

      Marcus

  27. Joshua Cary
    June 23, 2014

    Marcus,

    You are an incredible role model to so many across such a wide variety of industries. This article continues to raise the bar and lead the way in how fathers, husbands, business owners, marketers and human beings across all walks of life should be.

    You inspire and amaze like no other. Thanks for sharing your personal story and here are plenty of well wishes for Pink and your family!

    • Marcus Sheridan
      June 29, 2014

      Believe it or not Joshua, you inspire me my man. Really. What you’ve accomplished in your industry is as impressive as any other thought leader in any space I’ve been a part of. No exaggeration.

      Keep inspiring people bud,

      Marcus

  28. Steve Dorfman
    June 23, 2014

    So glad Pink is doing better now, Marcus. I’ll be praying for her.

    I’m always a little amazed when people fail to even acknowledge what may be going on in your life and with your loved ones. I just don’t get that. Even if they may be a little jaded by those customers being less than honest from time to time, they should only ever assume their customers are being honest, and empathize with their situation.

    A pause in their routine, a look up from their keyboard at the human standing in front of them, and a simple, “I’m very sorry to hear that. I can only imagine how you must be feeling.” can go a long way.

    • Marcus Sheridan
      June 29, 2014

      Great point Steve. This article would never have been written had one sentence like the one you mentioned above been stated.

      It’s funny how we all just want to feel understood. That’s really what it comes down to.

      Hope you and the family are well my friend.

      Marcus

  29. Steve
    June 23, 2014

    Marcus,

    Sorry to hear about your daughter. You are, however, wrong about Porter. They will never be a great company

    Great companies assist their customers especially when they have problems or issues.

    This creates great customers who rave about the now great company.

    Most of the time this costs very little like this incident. Yet most companies look at it as an opportunity to profit, because the customer has little alternative

    The excess profit in this transaction has been negated by losing the value of you as a lifetime customer. Your network is now highly skeptical and quite possibly will never give them a chance

    Seems like less than great thinking to me….hope you, your family and daughter are ok

    Take care,

    Steve

    • Marcus Sheridan
      June 29, 2014

      You’re observations are quite on point my man…and knowing how many customers your company has dealt with over the years, and the times you’ve had to choose “people” over “policy,” you’re certainly one coming from an expert position on a topic like this.

      Funny thing, they still never acknowledged what happened after all the flack they got from TSL readers.

      Interesting PR I guess.

      Appreciate you my man.

      Marcus

  30. Michael
    June 24, 2014

    Marcus, happy to hear that your daughter is doing better and we hope that she has a smooth recovery going forward. While I wanted this short note to be more about our thoughts and prayers for your daughter, I will say I think what happened goes beyond just following policy – I think it goes to culture. Being in the service business, its our core culture that causes us to first ask “how can we help” before thinking about opening the policy manual.

    Best wishes for a speedy recovery for pink.

    Mike

    • Marcus Sheridan
      June 29, 2014

      You make a very good point Michael…it has *everything* to do with culture. In this case, the culture didn’t come through…but hopefully it will be better for the next person.

      Best to you and thanks much for stopping by,

      Marcus

  31. Jk Allen
    June 24, 2014

    Hey Marcus,

    Quick note to say hello and let you know that your family is in my thoughts and prayers. Glad to hear from the update that little Pink is doing better.

    peace

    • Marcus Sheridan
      June 29, 2014

      JK!!! So nice to hear from you old friend. Pink is doing much, much better, and so I appreciate your kind words and text. As I write this, tonight will be the first night she’s not under “parent watch” while sleeping, so hopefully everyone around here will get a little more rest ;-)

      Much love to you and the fam my friend,

      Marcus

  32. Al Getler
    June 24, 2014

    Marcus, you have always been so open and helpful. My turn to help you. Tweets, Facebook, etc. all aimed at Porter Airlines.

    • Marcus Sheridan
      June 29, 2014

      Al, you’re a good soul my man. I appreciate you and your kindness, and hope we’ll catch up in Boston at Inbound if you’re there.

      Best!!

      Marcus

  33. Jill Juneja
    June 24, 2014

    Hi Marcus,

    Pink-Hay cutie-hang in there! You will be better soon. Your family and friends love you and even though you don’t know me I’m sending you warm hugs. I’m 47 and had similar problems as a child and just had my dang tonsils removed a year ago. I haven’t been sick since.

    Marcus & Nikki-hang in there! You two are doing everything you can and I just know things will get better soon. You sound like amazing parents and you have a lot of folks wishing the best for you and your family.

    Porter Airlines-It really is sad when you and your employees don’t care about humans. It makes others not care for you or your business. I don’t know if the employee moral is low, but it sure shows the lowness in your company.

    • Marcus Sheridan
      June 29, 2014

      I’ve heard it’s way more painful as an adult Jill, so I’m glad you made it through.

      Pink is doing much, much better and tonight will actually be the first night I’m not sleepy next to her bed.

      Thanks again,

      Marcus

  34. Matthew Holden
    June 24, 2014

    Thank you for the story. The power of social communication – Porter Airlines are never to be flown by anyone in our company lest our team be in the same situation. Best for Pinks continued recovery.

    • Marcus Sheridan
      June 29, 2014

      Thanks for the kind words Matthew, Pink is doing a good bit better.

      Wishing you and your business a great week ahead,

      Marcus

  35. Francisco Rosales
    June 25, 2014

    Hey Marcus,

    So sorry to hear about this, my family and I are praying for Pink and her full recovery. As of the airline, unfortunately companies that can truly achieve being human are just a few.

    • Marcus Sheridan
      June 29, 2014

      Francisco my man, good to hear from you and thanks much for the kind words, they’re much appreciated :)

      And Pink is indeed doing a good bit better :)

      Best,

      Marcus

  36. Loz James
    June 25, 2014

    Hi Marcus

    Just checked in to read your latest post and saw your worrying news here.

    I’ve got kids of my own and seeing them unwell is every parent’s nightmare.

    I just wanted to wish you and your family all the best mate, and I hope Pink makes a speedy recovery.

    Cheers

    Loz

    • Marcus Sheridan
      June 29, 2014

      Loz, great hearing from you my friend and I appreciate the kind words.

      Hope all is well in your well also :)

      Marcus

  37. Yoshiwafa
    June 25, 2014

    I hope your daughter a speedy recovery and be back playing with friends and family.

    • Marcus Sheridan
      June 29, 2014

      Appreciate that Yoshiwafa :)

      Marcus

  38. Tom Repp
    June 26, 2014

    In the long run…..”human” ALWAYS sells more than “policy”. So few companies get it. Thanks Marcus for sharing. Best to Pink.

    Tom

    • Marcus Sheridan
      June 29, 2014

      Appreciate that Tom…have a great week my friend,

      Marcus

  39. Chris
    June 26, 2014

    Hey Marcus,

    So sorry to hear about your daughter. Hopefully by now Pink is feeling a lot better and she is on her way back to 100%.

    I know you must have been worried.

    All the best!

    Chris.

    • Marcus Sheridan
      June 29, 2014

      Appreciate that Chris. Yes, she is doing a good bit better at this point and we’re starting to breathe easier, that’s for sure. ;-)

      Have a great week my friend,

      Marcus

  40. kawiarnia Kraków
    June 26, 2014

    I’m from Polish. Here plane flying only politicians. The tickets are very expensive. However, I am moved by the situation described. Not everything I understand, from what I read, because I know little English.

  41. Christian Newman
    June 28, 2014

    Hi Marcus.

    First, I’m glad you made it home. I hope that you, Nikki and the rest of your family remain in spirits as good as Pink’s :) What’s important is that you’re together while the medical stuff works itself out.

    Second, I’ve never flown Porter, but I know many people who have. You may be surprised to know that your story is the exact opposite of everything I’ve heard about them. I heard they were “different”… “better”. Maybe things have changed. I hope someone at Porter reads your story and recalls the importance of being human, and that policy will never cause customers to magically understand and accept an inhuman response to their situation.

    Again, best wishes to you and your family, especially Pink. My thoughts and prayers are with you guys.

    Christian

    • Marcus Sheridan
      June 29, 2014

      Christian, appreciate your thoughts bud.

      Yes, I’ve heard/read the same about Porter, which is why I didn’t want readers of this post to form the wrong opinion about the airline without experiencing their company for themselves first.

      Have a great week ahead bud.

      Marcus

  42. Mike Williquette
    June 28, 2014

    Marcus,

    Nothing about marketing or business or anything like that do I want to comment on … I want to say that I truely hope that your daughter is better soon. I could tell the story of my son when he was very young with pneumonia in the hospital … how your heart goes out to your kids when they are in need.

    Please let Pink know that there are lots of people all over the USA hoping that she gets better soon.

    Mike

    • Marcus Sheridan
      June 29, 2014

      Mike, thanks so very much for your thoughtful words. Parent to parent, thank you. :)

      Best,

      Marcus

  43. Chris Borrink
    June 29, 2014

    Marcus, I’m praying to God for you and your family, and the complete healing of your daughter. Thanks for your work that inspires us all.

    Chris

    • Marcus Sheridan
      June 29, 2014

      Extremely kind of you to say Chris, Pink seems to be almost in the clear. Thank you. :)

      Marcus

  44. Kathleen Booth
    June 30, 2014

    Oh Marcus, I am so sorry to hear your daughter went through all this. I am only just now seeing this blog (its been that kind of a month!) and I hope that she is all better and the throat wound has healed. It is so hard to see children suffer or be in pain, but it is always amazing how well they handle it. Sounds like your daughter is a trooper! Thinking of you…

  45. John @ fanbox review
    July 11, 2014

    I feel so sad about your little girl’s story , but at the same time I am very happy that she feels better now . I hope with all my heart that she will be even better in the future . Good luck , Marcus and have a beautiful life next to you family !!

  46. Jan Beery
    July 17, 2014

    Marcus,

    My heart goes out to you and your wife. The pain you feel when one of your children are hurting, is second to none. Please know you have support around you with prayers and encouragement for Pink to continue healing.

    We strive to help our clients humanize their organization, and we do this in a manner that puts a heart with a company. When I hear of any organization, that doesn’t provide opportunity for their employees to think outside the box, the structure is destined for problems. Reputation will slip, loyalty will slip, revenue will slip, and they fade away to competitors that are willing to make compassionate decisions.

    I’ve experienced great customer service with other airlines and I’ve experienced some that dropped the ball. We had our oldest soldier son charged for an extra bag, when he was deploying to a war zone. The extra bag was his gear. We had another airline take amazing care of our younger son, who’d been wounded and was returning home for the first time. The bottom line is, we all have choices. Treat a customer well, and you’ll gain a customer for life. Treat a customer poorly and you’ll loose more then $530. You’ve lost a brand advocate. Bottom line, people buy from people

    Thank you for sharing your story personal story. Please do keep us posted on Pink’s progress.

    • Marcus Sheridan
      July 18, 2014

      Wow Jan, now that was well said and a tremendous summation to what it (customer service and being human) is all about.

      Thank you and thanks to your sons as well,

      Marcus

  47. Mitch Mitchell
    July 18, 2014

    Hey Marcus,

    I’m sorry about what happened to your daughter and I hope, since I’m late to the party, that she’s way better now and running around having fun like a 4-year old should be doing.

    As for Porter, I’d never heard of them before either. I deplore their action against you but, having been flying for the past 14 months all over the place, I know that more and more airlines are setting policies and not allowing staff to override them, and that’s just terrible. A new policy that’s been instituted over the last few months is that there are no more discounts for bereavement flights. Maybe there was some abuse with it, but my mind saw that as one of the few humane actions airlines partook of and now that’s been taken away, like so many other things.

    I wish you and your family well.

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