Longtime wrote:With apologies to Richard Sweet, we're Southwest Airlines - smaller and more personable. So why do we treat customers like American Airlines?
This is EXACTLY what happens at SMU, I had just never been able to put together a phrase like this!!! With the football stadium security, the "BULLY"VARD policies (charging, and the SS troops guarding the entrance), SMU totally acts like AA when we should be like SW Airlines.
SMU is small enough that it SHOULD have a family feel to it - the people in the Athletics Dept. should be able to relate with fans on a more personal level than what happens at UT, A&M, etc.
But, instead of feeling more appreciated by SMU as a fan, I end up feeling less appreciated, and even not needed. In the end, I am more upset w/ SMU policies b/c I know they are not justified. If I were at UT, I would say, oh well, I'm just one of 80k people here at the game, but at SMU, when you are the only person in your section of the stadium, its harder to feel that way.
In the end, an institution's culture comes from the top....take that however you wish...