If Possible, Consider It Done...

... don't you think that should be the motto of all service organizations?  Especially those organizations that you are loyal to, spend a lot of money with, and are a priority client?  Wouldn't it be nice if they said: "If possible, consider it done"?

But when was the last time someone went out of their way to help you?

I am a high value customer for an airline.  I clearly do not spend millions of dollars with them, but I spend much more than my fair share.  And I will say that I normally get very good service on this airline (only because of my status, not because they are some super star airline that you have never heard of).  But today I was stuck in Toronto with last minute change of plans, and I need to get to San Francisco tomorrow.  This is the conversation I had with the gentleman who answered the phone at their Top Tier Service call center:

Agent: Hello? (as if he was at home and annoyed to be answering a phone)

Me: Is this the airline?

Agent: Yes.

Me: Can you change my flight so I can fly standby tomorrow?

Agent: Hold on, let me check (then the music comes on)

Agent: No, you cannot fly standby.

Me: Why not?

Agent: That's the rule.

My thoughts: Thanks, now that I know the rules I will blindly follow them like a lemming.

Me: Could you explain the rule, so that I understand?  I kid you not, I asked this.  Calmly even.

Agent: I know it makes no sense, but that is the rule.  

Me:  Could I talk to someone other than you?  (notice I did not say supervisor)

Agent: Yes.  Then hangs up on me.

What happened to, if possible, consider it done?!?  Do you think what he meant to say was: Here is forty cents, call someone who cares!?