Leeway for Favorite Companies Jason Moore

How much leeway does a company that you like receive during an individual bad experience?

(Warning: another Southwest mention is approaching)

If I arrive at the airport and a Delta Airlines flight that I am on is delayed, you can bet that I will be instantly frustrated.  It is nearly a guarantee that if the same flight was with Southwest, my immediate reaction is to assume that they have done everything in their power to prevent it.  It has to be perpetual going from there, also.  If I were to ask a question of Delta in this sense, I am more likely to have an edge.  This, no doubt, would cause their representative to be less responsive.  Spiraling downward.

But how many flights could SWA get away with before I changed my outlook?  I'm pretty sure Delta does not have it in their power to reverse my feelings towards them.  You could compare it to the (mostly unwarranted) hatred that Mac users have for Bill Gates/Microsoft.

Here's to believing in good companies.  We need more of that.