Recently Chip and I flew from Hartford to Dallas to work
with a client. We were lucky enough on this four hour flight to have a
fantastic crew of American Airlines flight attendants who were committed to
providing an exceptional service experience. Little did I realize at that time
that another American flight attendant not on that flight would provide me with
an incredibly amazing service experience!
We landed in Dallas on time after a long day anxious to get
to our hotel and get some much needed rest. Unfortunately our hotel check-in
experience left much to be desired.
The next morning I went to get my iPod Nano and earphones
from my backpack to head to the fitness center. It was then I realized I left
my great Bose earphones and my Nano in my seat back pocket on the flight to
Dallas. It was with a great sense of dread that I looked up lost and found at
American on their web site. I was directed to call the DFW lost and found. I
have not had great experiences with airline and rental car company lost and found
services in the past. I wrote the number down as they were only open during
“business hours” and headed to meet our Dallas client for a series of meetings
followed by a dinner meeting that evening.
During a meeting break that morning that I realized I had a
voice message on my cell. As I listened to the message my mood turned from dark
to one of delight as I realized another American flight attendant had gone the
extra mile for me!
The passenger sitting in the seat I had previously occupied
as the plane continued from Dallas to LAX had found my prized earphones and
nano and turned them into Joy one of the flight attendants. Joy stated in her
message she did not want to turn my stuff into lost and found since little that
went into that department was ever seen again!
Rather, if I would call her back on her personal cell and
provide my address, she would send it to me ASAP! At the next meeting break I
called Joy, who was delightful, thanked her profusely and provided my address.
Sure enough in a few days my prized possessions arrived from Joy who paid for
the postage personally! Although I went on the American web site to tell them
about Joy, I never received an acknowledgement so I don’t know if American
realizes what a jewel they have in Joy.
We often talk about the greatest variable in consistently
delivering great service – people. Here is an example of an employee who is
obviously committed to providing great service to her customers. Here is also a
sad example of a corporate department – Lost and Found – that could enhance a
travelers experience but instead is so bad at service even their own employees
have lost confidence in it!
Which of your employees are delivering “over the top”
service? How do you affirm and reward them? Which of your departments have lost
their way on their service excellence journey? How will you know and what will
you do to correct it? Your customers know who your great service providers are
and which departments consistently fail you. Do you know?
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