Remember That Residents Are Customers

One of the reasons I shop on Amazon almost weekly is because of the company’s impeccable customer service. (I also like that I can read reviews from strangers on everything before I buy, allowing them to justify my purchases when they say, “This is the best EVER, you need this!”)

Successful business owners will tell you that paying attention to their customers’ needs is ultimately what drives the business. Yet, sometimes customer desires can be pushed aside, even when they are observable and understandable.

There is strong opposition to the proposed new Kansas City Airport terminal, from both Kansas City residents and politicians. A recent poll showed that two-thirds of respondents were opposed to a single terminal, and groups such as Save KCI are getting involved in the discussion. Despite the vocal opposition, however, the city supports moving forward with a study to lay out plans for the new terminal.

If the study were coming from a completely unbiased source, I would say, study away. But many times these studies report what the strong political interests want, instead of truly depicting the best options for a project.

This case is different from some other public projects because ultimately, the success of the airport depends on how many people use it. If the new terminal is not user-friendly and travelers do not like it — they are less likely to fly as often. Right now, people love the convenience of the airport. If it becomes a hassle to fly, the city must remember that people do have other options. It is counteractive to waste billions, as we did in Saint Louis, on a new terminal that attracts less business than the supposedly outdated one.