The retail and airline industries are not, in general, known as bastions of great customer service. A constant onslaught of books on customer service, motivational speakers and consultants have had limited success in convincing stores and airlines to get better.

So, what will convince them? A couple of stories in this morning’s New York Times offer a clue. According to the Times, it takes:

• The desperation of a holiday season during a major recession to convince retailers to treat customers well.
• The threat of $27,500 per passenger fines to convince airlines to let passengers get off a plane when it’s been stuck on the tarmac for three hours or more.

I feel better now — don’t you?

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