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 @crankyconcierge Actually, I'm on your side, but your customer did not realize how much work you did for them and became unhappy after the transaction was completed. Hindsight bias occurs when people feel that they “knew it all along.” Once they believe that they knew it all along, they forget that they were confused with all the choices at the beginning. 


I was suggesting that you not tell them that they could save a little money by purchasing the tickets themselves. Your goal should be a satisfied customer, not the lowest price. If you had purchased the ticket on the airline's website, the customer would not have felt that they did all the work.


I realize there is an ethical question about whether to notify them about the option of going to the airport, but I believe that allowing them to have a good experience is worth more than the money they saved. Imagine their feelings; getting more and more upset as time passes, they forget their initial confusion and the answer becomes more clear and obvious, they finally become so upset that they feel they must demand their money back in order to have peace. I also realize it is easy to rationalize any decision about ethics, so if your ethics require honesty above happiness, you may decide differently than I have recommended.

1 year, 4 months ago on In the Trenches: Choosing Our Tone With Unhappy Customers


My guess is that they felt they did all the work because they bought the ticket themselves instead of you buying it for them. All the advice you gave seems like common sense, after you told it to them, and it seems like they already knew it. Now that they look back, they don't remember the time and research you spent on their behalf. After all, you just looked up a few sites on the Internet and sent them a couple of emails.


Next time, buy the ticket for them - they will be happier

1 year, 5 months ago on In the Trenches: Choosing Our Tone With Unhappy Customers