When I first started flying, I didn’t care much about the airline. Price was everything. Whichever carrier got me from Point A to Point B for less, that was my choice.
Things changed when I was living in Boston, before the pandemic. Delta was the only airline offering a direct flight to São Paulo, Brazil. Since that’s where my family is, Delta quickly became my go-to option.
Eventually, I picked up a Delta credit card and started accumulating miles. Customer loyalty happened almost by accident or convenience, you could say. But it wasn’t until one specific trip that I truly understood the value of being a loyal customer.
Customer Service Excellence: A Real-World Example
Right before Christmas in 2022, I was flying to Brazil. Post-pandemic, that direct Boston–São Paulo flight no longer existed, so I had a connection in Atlanta. Shortly after landing, I received a notification: my connecting flight was canceled due to a massive snowstorm across the U.S.
Thousands of planes were grounded. No clear timeline. Total chaos.
Like everyone else, I headed straight to the Delta counter, expecting a long night and a lot of frustration. Most passengers were being pushed aside, bounced around, and given vague answers.
But my customer experience was different.
I was a Delta Medallion member. A fancy name for a loyal customer. Delta immediately booked me a hotel room and, believe it or not, put me on an American Airlines flight just to make sure I reached my destination as quickly as possible.
Let that sink in. They sent me to a competitor to take care of me.
Building Long-Term Customer Relationships
Since then, I’ve started noticing the little things. When I get to my seat, there’s often a handwritten note from the pilot thanking me for my loyalty. Last Thanksgiving, when Ana and I landed in Boston and grabbed our bags from the carousel, we noticed envelopes hanging from our suitcases: gift cards from Delta for every Medallion passenger on that flight.
Is Delta the cheapest? Hell no.
I know for a fact I could save money (sometimes a lot of money) by flying another carrier. But I don’t. I feel that Delta has my back when things go wrong. I feel like more than just a dollar sign.
That’s why my loyalty continues.
Premium Service vs. Low-Price Competition: What’s Your Business Strategy?
As the year comes to an end, here’s the question I want to leave you with:
How do you want your company to be perceived in 2026? As the cheaper alternative or as the Delta Airlines of your market?
There’s no wrong answer. But understand this: competing on price alone doesn’t create loyalty. It creates price shoppers who question your expertise and vanish the second someone undercuts you by $50.
Being a premium service provider means raising the bar. Charging more, yes—but also earning better profit margins, attracting high-quality clients, and building relationships rooted in trust.
Customer Retention Strategies for Window Covering Businesses
That could look like:
- Prioritizing loyal clients on your calendar
- Handwritten thank-you notes (personal touch marketing)
- Complimentary service calls for repeat customers
- Free battery replacement for motorized blinds and shades
Not every client is price-driven, especially in the window treatment industry. Make 2026 the year you attract premium clients and increase business profitability.
Happy Holidays, and here’s to a prosperous New Year!
Roger Magalhães
Trading Up Consulting
Want more strategies like this?
Every week on the No Strings Attached podcast, I share honest stories and actionable strategies for window treatment professionals who want to grow their businesses and stand out in their markets.
Discover how to attract premium clients, increase your profits, and build a business you’re proud of.