It is really a lot of fun when you can shock
your customer with your customer service to the point they are in disbelief.
They are shocked that they are being treated so well, so professionally and
with so much care. Here is a story that truly demonstrates the point.
A commercial jet landed at its destination
and as the plane taxied the flight attendant made an announcement requesting
passenger Mr. Jones to please see the Captain before leaving the plane. You can
only imagine what Mr. Jones must have thought.
As he approached the front of the plane, he identified
himself as Mr. Jones. The Captain shook his hand took him aside and told him
that he had received word that his suitcase had not been loaded on the plane. The
Captain wanted him to know that he had already personally taken care of having
it put on the next flight and was assured that the bag would be at the
destination and the local people had been notified and are ready to have the
suit case delivered to Mr. Jones’ hotel by 11:30 AM that very day. All he
needed is the name of the hotel where Mr. Jones would be staying.
Now many of us at one time or another has had
a bag lost. I’m sure none of us has had the Captain
of the plane let us know what had happened before
we got off the plane. In most cases we’ve gone to the baggage claim and watched
the carousel go around 5 times after the last person grabbed their bag and
headed for the door. We look frantically for the correct counter to file a lost
bag claim and wonder if we’d every see our bag and clothes again.
There are two things at work. Obviously Mr.
Jones feels really good about the way he was treated. Equally important, our
employee…in this case the Captain was empowered to make a difference and take
care of this passenger. And now, this passenger will be telling all of his
friends what a great job and wonderful experience he had with this airline when
one of life’s little mishaps happened.
In your Running Shoe Monday Meeting, discuss
ways of empowering your employees so they can take charge in making sure your
customers have a great experience. Ask them to share “life’s little mishaps”
that have happened and tell them what they are now empowered to do. From this,
you will experience two results. First, your customers will have another reason
to love and appreciate your company and want to do business with you again.
Second, your employees will have a new and or renewed sense of belonging and
like they make a difference with the company. You will absolutely make their
day and make the day of a customer. Next week we’re going to talk about how you can
make somebody’s day.