Don’t tell Marty Grudner, but in May, Frontier Airlines will stop serving its beloved chocolate chip cookies.
The sugary treat that for many years had delighted weary passengers is going the way of … pretty much every other nice thing that used to be associated with air travel.
Save for the elite class of business traveler (who are hard to see what with all the chickens flying around back where I sit), most of us have seen benefits and extras like Frontier’s cookies disappear from airlines and many other services we purchase.
That’s why doing small things for customers can go such a long way to cementing a relationship. Send a hand-written thank-you note. Call a few days after the first application to make sure the service was good.
These things don’t cost a lot, but they’re worth a ton.