A bit of a diversion from my usual "content-y" posts today.
I always enjoy and am inspired by Seth Godin's posts. In a recent post -- Becoming a Bus Company -- he talks about some of the elements that make companies feel like a bus company, and talked about airlines (particularly American) as an example...
- Aging equipment in need of a functional and design refresh
- Tired staff, punching the time clock
- By the book mentality, with no room for humanity or initiative
- Treating all customers the same (poorly) and knowing (and caring) little or nothing about them
- Acting like a monopoly, with no easy substitutes in sight
- Lack of eye contact (between employees or customers)
- Attitude that tomorrow will be just like today
- No one to complain to, and if you persist, you'll get a form letter
I enjoy a ding at airlines as well as anyone. My wife thinks I am becoming totally cranky about bad customer service as the years roll on. She can tell when I get that glint in my eye when I am about to launch an email or Twitter or blog attack on some injustice suffered. However, this isn't that kind of post.
I had an experience on United yesterday that frankly made my week. It was so unexpected, I contacted United to tell them about. (I'm not sure what they do with e-mails that are compliments!)
On Wednesday, I happened to be in a hotel with HBO (we don't get it at home -- too cheap) and happened to see the last episode of the Pacific series, so the service of WWII vets was on my mind. The next day, I was flying United 540 from SF to IAD on Thursday. A full flight, with the usual agitation and impatience that goes along with that.
Shortly before boarding, the desk person announced that there were 38 WWII veterans on the flight going to see the memorial in DC, and that the boarding procedures would be different than usual. She recognized the vets for their service and said that in recognition of their service they would be boarding first before anyone else. Everyone applauded. At the end of the flight a flight attendant thanked the vets for flying with United and for their service to the country. Everyone on the plane cheered.
A moment of personal kindness and inspiration. They are far too infrequent in our day to day encounters with the airlines. For those folks on UA 540, a big thank you.
I mentioned this story on Facebook and a friend told me there is an organization focused on getting WWII vets to DC to see their memorial before it is too late. I don't know if this flight was connected with this organization or not, but it's called Honor Flight Network.
Where have you recently encountered an unexpected inspiring moment of customer service?
Why not share it in a comment...
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