--- title: "Meaning & Key Takeaway of: It's so important that we tell customers…" description: "\"It's so important that we tell customers what's going on as best as we can. And we're trying to do that. We don't often know ourselves, for so many dif..." image: "https://sms4smile.com/quotes/i/32b/oscar-munoz-9868_best_it-s-so-important-that-we-tell-customers_1070965.jpg" --- # It's so important that we tell customers what's going on… ![“It's so important that we tell customers what's going on as best as we can. And we're trying to do that. We don't often know ourselves, for so many different factors, but reliability, flexibility, and information are the three critical customer service orientations.” quote by Oscar Munoz](https://sms4smile.com/quotes/i/32b/oscar-munoz-9868_best_it-s-so-important-that-we-tell-customers_1070965.jpg) [Download](https://sms4smile.com/quotes/i/32b/oscar-munoz-9868_best_it-s-so-important-that-we-tell-customers_1070965.jpg) [Open image](https://sms4smile.com/quotes/i/32b/oscar-munoz-9868_best_it-s-so-important-that-we-tell-customers_1070965.jpg) > “It's so important that we tell customers what's going on as best as we can. And we're trying to do that. We don't often know ourselves, for so many different factors, but reliability, flexibility, and information are the three critical customer service orientations.” [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) ## About This Quote This interpretation was drafted with AI assistance. It is one reading of the quote, not the author's own explanation. Customer service hinges on reliability, flexibility, and clear information, despite internal uncertainties. **In simple terms:** Good service needs reliability, flexibility, and clear info. Key Takeaway Focus on reliability, flexibility, and information for customers. Themes customer service transparency adaptability Mood practical analytical Type business leadership When to use this quote - call centers - online support - product launches - crisis management Key Concepts service design organizational behavior communication strategy Questions to Reflect On - What information is essential for customers? - How can flexibility be communicated effectively? A Different Perspective Overemphasis on information can overwhelm customers; simplicity matters. ★ ★ ★ ★ ★ No ratings yet [Best](https://sms4smile.com/quotes/about/best/) [Critical Customer](https://sms4smile.com/quotes/about/critical-customer-2667698/) [Customer](https://sms4smile.com/quotes/about/customer/) [Customer service](https://sms4smile.com/quotes/about/customer-service/) [Important Tell](https://sms4smile.com/quotes/about/important-tell-685989/) [Information](https://sms4smile.com/quotes/about/information/) [Information Critical](https://sms4smile.com/quotes/about/information-critical-1958747/) [Service](https://sms4smile.com/quotes/about/service/) [Service Orientations](https://sms4smile.com/quotes/about/service-orientations-2667699/) [Tell Customers](https://sms4smile.com/quotes/about/tell-customers-1308248/) [Trust](https://sms4smile.com/quotes/about/trust/) [Trying](https://sms4smile.com/quotes/about/trying/) ## Related quotes > [“Adaptive performance is most critical with Customer Service.”](https://sms4smile.com/quotes/neel-doshi/adaptive-performance-is-most-critical-with-customer-service/) [Neel Doshi](https://sms4smile.com/quotes/author/neel-doshi/) > [“Information had become a critical tool that you can use to raise your bar across every barrier towards excellence. Deny this fact and maintain…](https://sms4smile.com/quotes/israelmore-ayivor/information-had-become-a-critical-tool-that-you-can-use-to-raise-your/) [Israelmore Ayivor](https://sms4smile.com/quotes/author/israelmore-ayivor/) > [Our customers, system, and shareholders are best served when we direct our focus and energy towards executing against these critical customer expectations.](https://sms4smile.com/quotes/steve-easterbrook/our-customers-system-and-shareholders-are-best-served-when-we-direct/) [Steve Easterbrook](https://sms4smile.com/quotes/author/steve-easterbrook/) > [You can call me mercenary, or call me madam, but, as I always tell my customers - just call me anytime!](https://sms4smile.com/quotes/xaviera-hollander/you-can-call-me-mercenary-or-call-me-madam-but-as-i-always-tell-my/) [Xaviera Hollander](https://sms4smile.com/quotes/author/xaviera-hollander/) > [Show (don't tell) your customers that you have good quality by actually delivering fresh coffee and tea. Intelligent people are active recipients of information,…](https://sms4smile.com/quotes/jerry-baldwin/show-don-t-tell-your-customers-that-you-have-good-quality-by-actually/) [Jerry Baldwin](https://sms4smile.com/quotes/author/jerry-baldwin/) > [Using science to tell us what customers are looking for is second nature for us here.](https://sms4smile.com/quotes/gillian-tans/using-science-to-tell-us-what-customers-are-looking-for-is-second/) [Gillian Tans](https://sms4smile.com/quotes/author/gillian-tans/) > [“Care more about being accurately and precisely who you are, than caring what someone might think about you. Be daring enough to tell us--your…](https://sms4smile.com/quotes/danielle-laporte/care-more-about-being-accurately-and-precisely-who-you-are-than/) [Danielle Laporte](https://sms4smile.com/quotes/author/danielle-laporte/) > [Our employees and competitors thought we were docile. We want to be defiantly disruptive. I don't mean necessarily by launching price wars but by…](https://sms4smile.com/quotes/oscar-munoz/our-employees-and-competitors-thought-we-were-docile-we-want-to-be/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [I think one of the things that, at least, I found out over - and many have in the industry - is that of…](https://sms4smile.com/quotes/oscar-munoz/i-think-one-of-the-things-that-at-least-i-found-out-over-and-many/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [We are dedicated to setting the standard for customer service among U.S. airlines, as we elevate the experience our customers have with us from…](https://sms4smile.com/quotes/oscar-munoz/we-are-dedicated-to-setting-the-standard-for-customer-service-among-u/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [Somebody asked me earlier if I thought it was really important to tell stories about women's struggles. And I said yes, but at the…](https://sms4smile.com/quotes/diablo-cody/somebody-asked-me-earlier-if-i-thought-it-was-really-important-to/) [Diablo Cody](https://sms4smile.com/quotes/author/diablo-cody/) > [It's important to tell your story. It's important to listen.](https://sms4smile.com/quotes/francesca-lia-block/it-s-important-to-tell-your-story-it-s-important-to-listen/) [Francesca Lia Block](https://sms4smile.com/quotes/author/francesca-lia-block/) > [“Patrick... now? Is it that important? We have more important things to do to figure out a way to save our son, your son.”…](https://sms4smile.com/quotes/l-b-ceallaigh/patrick-now-is-it-that-important-we-have-more-important-things-to-do/) [L.B. Ó Ceallaigh](https://sms4smile.com/quotes/author/l-b-ceallaigh/) > [I think you have to pick and choose what is most important to tell the story.](https://sms4smile.com/quotes/patrick-wilson/i-think-you-have-to-pick-and-choose-what-is-most-important-to-tell/) [Patrick Wilson](https://sms4smile.com/quotes/author/patrick-wilson/) > [As a pundit, it's important to tell the viewer something they might not know, be unbiased and not sit on the fence.](https://sms4smile.com/quotes/isa-guha/as-a-pundit-it-s-important-to-tell-the-viewer-something-they-might/) [Isa Guha](https://sms4smile.com/quotes/author/isa-guha/) ## More by Oscar Munoz > [I represent the interests of almost 90,000 human beings in our system. That's by far my first and foremost commitment.](https://sms4smile.com/quotes/oscar-munoz/i-represent-the-interests-of-almost-90-000-human-beings-in-our-system/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [Treating our customers and each other with respect and dignity is at the core of who we are, and we must always remember this…](https://sms4smile.com/quotes/oscar-munoz/treating-our-customers-and-each-other-with-respect-and-dignity-is-at/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [For me, it's common sense to treat other people like you would like to be treated. Empathy is a broad concept, but how do…](https://sms4smile.com/quotes/oscar-munoz/for-me-it-s-common-sense-to-treat-other-people-like-you-would-like-to/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [Getting people where they want to go, reliably and happily, can make or break their ability to succeed in a work endeavor or to…](https://sms4smile.com/quotes/oscar-munoz/getting-people-where-they-want-to-go-reliably-and-happily-can-make-or/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [If you feel anything weird, immediately call 911 and give them your address because you may not make it past the phone call.](https://sms4smile.com/quotes/oscar-munoz/if-you-feel-anything-weird-immediately-call-911-and-give-them-your/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [Everyone eventually matches or leapfrogs everyone else.](https://sms4smile.com/quotes/oscar-munoz/everyone-eventually-matches-or-leapfrogs-everyone-else/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [If I have any strength that would be considered above average, it is that I can read people.](https://sms4smile.com/quotes/oscar-munoz/if-i-have-any-strength-that-would-be-considered-above-average-it-is/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [This is a pattern-bargaining industry, like railroads. You need to pay market to get a contract at all, and without contracts, you have a…](https://sms4smile.com/quotes/oscar-munoz/this-is-a-pattern-bargaining-industry-like-railroads-you-need-to-pay/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [Communication and communication strategy is not just part of the game - it is the game.](https://sms4smile.com/quotes/oscar-munoz/communication-and-communication-strategy-is-not-just-part-of-the-game/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [I think the hardest thing that, historically, the industry may have relied upon is that we can't control weather, we can't control air traffic…](https://sms4smile.com/quotes/oscar-munoz/i-think-the-hardest-thing-that-historically-the-industry-may-have/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [United's 2015 earnings were one of the best in the company's history.](https://sms4smile.com/quotes/oscar-munoz/united-s-2015-earnings-were-one-of-the-best-in-the-company-s-history/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [I think my reaction to most issues is to get the facts and circumstances.](https://sms4smile.com/quotes/oscar-munoz/i-think-my-reaction-to-most-issues-is-to-get-the-facts-and/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [We have not provided our frontline supervisors and managers and individuals with the proper procedures that would allow them to use their common sense.](https://sms4smile.com/quotes/oscar-munoz/we-have-not-provided-our-frontline-supervisors-and-managers-and/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [At United, I will dedicate myself to making our airline flyer-friendly.](https://sms4smile.com/quotes/oscar-munoz/at-united-i-will-dedicate-myself-to-making-our-airline-flyer-friendly/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) > [Clearly, on a visceral human front, I oppose any wall, anywhere, between any people - period.](https://sms4smile.com/quotes/oscar-munoz/clearly-on-a-visceral-human-front-i-oppose-any-wall-anywhere-between/) [Oscar Munoz](https://sms4smile.com/quotes/author/oscar-munoz/) [Explore all 69 Oscar Munoz quotes ](https://sms4smile.com/quotes/author/oscar-munoz/) ## More Best quotes > [Failures happen. 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