While traveling in England recently we experienced some great customer service that I wanted to share with you here. Hopefully these, along with the examples from last week, will give you some inspiration for your own business!
Carillon – In Loughborough, where my husband is from, there is a famous Carillon bell tower, which serves as a memorial to fallen soldiers in the two World Wars. The Carillon also serves as a museum with artifacts from the war. When we visited this historic location, the gentlemen who volunteer at the museum went out of their way to share as much as possible about the monument with us. They were very passionate and one suggested that we visit the local Charnwood Museum where he also worked. He was extremely passionate about his job and clearly had a love for the history of the building that he was working in.
Plane ride – The flight attendant assigned to our area immediately made a connection with our son who shares a name with her. She took a shine to our two boys and sporadically entertained them throughout our eight-hour Trans-Atlantic flight. Not only did this make our two sons happy, it made the flight much more enjoyable for the two of us, and also put a smile on all of the passengers around us who could clearly see that this young lady was in the right business as she was clearly a people person and was focused on making people happy.
Train to Exeter – we took a train into Exeter during one leg of our trip and the conductor went out of his way to find the best value ticket available for the trip that we were making. This gentleman could easily have just given us the tickets that we had asked for but instead he chose to find the best value solution for us given the routes that we wanted to take.
Plane on way back – Ross, our flight attendant on the way back was just as wonderful as the one on the way there. The lady in front of us had a dietary requirement that had been missed when she booked her ticket through her travel agent. Ross could easily have said tough luck and that he couldn’t do anything. However, instead of taking the easy option, he managed to create a meal for her from leftover meals. He then took things one step further and collected the passenger’s information so that he could pass it onto his colleagues and make sure that she receives the correct meal on her return flight. He also ensured that we were able to get an open row for my husband and one of the boys, which made the flight much more enjoyable than if the four of us were crammed in one row!
The theme of all of these experiences is clear: it’s important to go above and beyond when you are in a customer service position. It does not go unnoticed and it creates customers for life!