Everything about my trip to New York was fantastic – except my experience in getting there and back. I was flying on a “free” ticket from my credit card rewards which meant that I was booked in American’s new “economy class.” If they could have strapped me to the wings instead of giving me a seat, it felt like they would have.

Economy class means they will let your body on the plane as part of the ticket price; anything else costs extra. If you want to get a seat assignment, it costs money. If you want a boarding pass before the gate, get out your credit card. No carry-on baggage; you pay to check your luggage. You’re in the last group on the plane.

Why do organizations focus so much on price and make the experience so miserable that it negates any good feelings about a discount rate? There is a base price to provide a quality service. While you may be tempted to go below that, in the end, you are cutting into your reputation more than you are boosting your profits. Charge what it takes to provide a pleasurable experience.

About the Author leadership dots by dr. beth triplett

I'm the chief connector at leadership dots where I serve as "the string" for individuals and organizations. Like stringing pearls together to make a necklace, "being the string" is an intentional way of thinking and behaving – making linkages between things that otherwise appear random or unconnected – whether that be supervising a staff, completing a dissertation or advancing a project in the workplace. I share daily leadership dots on my blog to provide examples of “the string” in action. I use the string philosophy through coaching, consulting and teaching to help others build capacity in themselves and their organizations. I craft analogies and metaphors that help people comprehend complex topics and understand their role in the system. My favorite work involves helping those new to supervision or newly promoted supervisors build confidence and learn the skills necessary to effectively lead their team.

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