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I flew from NY to Phoenix on Monday….and boy, are my arms tired!!
It’s an old joke…. that probably wasn’t funny even the first time you heard it. In fact, there isn’t much that’s funny about flying these days. Instead, we seem to spend a lot of time complaining about airlines, airports and most of all, airport security.
That’s why I was intrigued a few months ago when the TSA (Transportation Security Agency) started a blog, Evolution of Security.
Many businesses are intimidated by blogging because they are worried about the negative comments and reactions from customers. They are concerned that it will damage their image if anyone knows that they are dissatisfied.
But the TSA latched onto a fundamental truth - if your customers are dissatisfied - they are already telling their friends, their neighbors and their co-workers. The only one who might be in the dark - is you! Therefore, you might as well open up an avenue for dialogue and feedback.
They might feel better and you might learn something.
The TSA blog has been in existence since the end of January. It has had over 80,000 unique visitors. It has hundreds of comments, including 700 on its first “Welcome” post and almost 1000 on its “Gripes and Grins” posts. There are also individual posts that allow customers to make comments on Boston, Salt Lake, Dallas (Ft Worth & Love Field), Washington, DC, and LA airports.
Interestingly, the site posts a counter of the number of comments that have been banned due to violations of its comments policies. (161 as of this writing)
The TSA posts are about security enhancements and policies. The most popular topics are related to frustrations and inconveniences -
- shoes
- liquids
- inconsistencies
- lighters, nail clippers and lithium batteries
- gripes and grins
In some cases the TSA has acted on the feedback from bloggers - ensuring that policies are handled consistently across all airports.
In others, the TSA has taken the time to create videos, podcasts and posts that explain policies and procedures and aim to help travelers better understand why they are being inconvenienced at airlines.
What are your thoughts on the TSA blog?
Do you think it is a good idea for them to give travelers a place to voice their comments, complaints, and even the occasional compliment?
Would you be willing to open your business up to feedback directly from your customers? Why or why not?
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