In a recent LinkedIn post, Stacy Sherman, CSP®. MBA, details a frustrating personal experience at Newark Liberty International Airport (EWR) that led her to critically assess customer service failures, particularly within the airline industry, and extrapolate broader business lessons.
Sherman recounts arriving at Newark during a period of significant disruption, with airport operations halted due to a burning smell and TSA facing staffing shortages that caused long lines. She sought refuge in the United Club lounge, relying on her United Chase card for access, only to be denied entry.
“When I got to the United Lounge, the front-line employees said to me, ‘you cannot come inside. Members only.’ No day passes without much explanation. No flexibility. No thoughtful effort to help.”
This abrupt denial, despite having a qualifying card, led to a humorous yet poignant observation from another traveler, Neal, who had also been refused entry. Neal remarked, “It’s easier to get into Studio 54 when I was 21 years old than it is to get into the United Club at Newark Airport.” This comment, as Sherman highlights, underscored a serious lesson about customer perception and loyalty.
The Impact of Negative Customer Experiences
Neal, a long-time United cardholder, expressed his disappointment, stating that such a negative experience would cause him to shift his future flights to a competitor. This sentiment, as Stacy Sherman, CSP®. MBA points out, illustrates a critical business principle: customers need to feel valued.
“It means that customers want to FEEL that they matter. And that a negative experience can change buying behavior fast.”
Sherman elaborates that the lack of clear communication about the lounge’s inaccessibility exacerbated the situation. A simple sign indicating restricted access, without further explanation or alternative solutions, left customers confused and frustrated. She posits that even a simple instruction to wait nearby while the situation was reassessed would have been met with understanding.
Key Takeaways for Enhancing Customer Care
Stacy Sherman, CSP®. MBA distills her experience into two primary lessons applicable across all industries:
1. Treat Every Customer as Important
Sherman emphasizes the importance of making customers feel they matter, especially during times of stress or disruption. When a promised benefit cannot be delivered, clear communication and alternative solutions are crucial. She quotes herself, stating,
“Create a positive emotional connection at every interaction so you retain profitable customers” (and top talent, too).
This emotional connection, according to Sherman, is fundamental to customer retention.
2. Empower Frontline Employees with Flexibility
A significant point raised by Stacy Sherman, CSP®. MBA is the need to empower frontline staff. She argues that the employees at the lounge entrance were not the issue; rather, they lacked the authority to offer solutions. Leaders, she contends, must equip their teams with the flexibility to provide remedies such as vouchers, credits, or alternative suggestions when circumstances change.
“Policy alone is not care. The feeling you create at any interaction is what drives future buying decisions and the stories customers share publicly. Emotion IS the Experience™.”
Sherman concludes by prompting businesses to consider their own operational ‘closed doors’ and whether their frontline teams are empowered to deliver excellent customer experiences. Her analysis underscores that a positive emotional connection, driven by empowered staff and clear communication, is the true differentiator in customer experience and future purchasing decisions.
📝 About This Content
This article is based on insights shared by Stacy Sherman, CSP®. MBA on LinkedIn.
📅 Originally posted on March 26, 2026 | View original post on LinkedIn →