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Sunday, Aug. 13, 2006 at 9:17 pm

How To Get A Repeat Customer

By Bryan Eisenberg
August 13th, 2006

Several months ago I decided I was going to fly the new, all business class airline from JFK, MaxJet, to get to London for my buddy, Jim Sterne’s, Emetrics seminar. It was a fabulous experience and I told several people they needed to try it out.

With all the chaos with the airlines this past week, MaxJet’s CEO, Gary R. Rogliano, sent out an email which just about guaranteed my next trip in November will be aboard his caring airline. The text of the email is below:

Dear Friend:

The MAXjet Family is committed to getting you where you need to be, while keeping your security and safety utmost in our minds. We have continued to operate all of our flights as close to schedule as possible, due in large part, to the efficiency of flying into and out of London Stansted Airport.

Our primary focus right now is to maintain the safety and security of our customers, crew members and all others involved. To that end, I want to reassure you that we are following all security directives to maximize the safety and security of our airline.

Understandably, some of you may choose to change your travel plans because of the security incident that arose this week. I’ve asked our excellent Customer Service, Reservations and Airport Services teams to allow a one-time waiver for change fees and add collects for you, for changes made prior to 31 October 2006. There’s more information listed on Some flights for instance, may require authorization from Customer Care, due to availability.

Know that we are doing everything possible to keep you safe, get you to your destination as close to schedule as possible and provide you with the best possible customer service. If you need more information, we have posted the restrictions on

We’re here to serve you and provide you safe and comfortable passage on your trip.

Warmest regards,


Gary R. Rogliano

MAXjet Airways, Inc.

What messages are you sending to your customers that show you really care about their lives not just your business?

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Comments (2)

  1. Today’s Customer Service: Good Guys 2, Bad Guys 1

    What messages are you sending to your customers that show you really care about their lives not just your business? That’s a question asked by the folks at Future Now . If you haven’t seen their blog about the fine

  2. Thanks! I needed this little nudge… Again!

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Bryan Eisenberg, founder of FutureNow, is a professional marketing speaker and the co-author of New York Times and Wall Street Journal bestselling books Call to Action and Waiting For Your Cat to Bark and Always Be Testing. You can friend him on Facebook or Twitter.

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