Over the past few days I wanted to call out some amazing customer service interactions that truly drive revenue for organizations. Not all customer service heroics are acts that can be taught as part of organizational development, but talent management technologies can play a key role in the attracting of people, developing and managing performance of people and compensating people like I am about to talk about. Don't take customer service for granted. Let us know your experiences as well here if you want and how you feel they have made you a more loyal customer to that brand.
On a trip from a Florida client to a client in Idaho, summer storms stopped us from being able to land in Chicago to allow a connection. This is always a tense situation when you see lighning out of the airplane window, but you usually make it (with just a few frayed nerves). We ended up having to divert to Ft. Wayne, Indiana; a place I never thought to be visiting last week but a place I would go back to in a heart beat based on the people.
United Airlines, not always the best, has the most talented group of individuals on the ground in Ft. Wayne that I have ever experienced. From the individual that had to meet our plane unexpedetly, to the baggage personnel that were called in from home, to the counter agents who were simply amazing - there is no way I could say enough. Based on what I watched, the training around customer service, their pride in their company and their focus on calming individuals was second to none. I will choose United over other airlines which will drive their revenue because of this. This cannot all be taught, but through great talent management processes and technologies, this type of person can be groomed for future leadership (which is sadly needed in the customer service world).
The taxi driver in Ft Wayne cared enough to ask where I needed to stop since I didnt have luggage. Not your typical taxi driver who might be on the cell phone the whole time or be blowing smoke in your face, but the taxi driver who cared and wanted to make me feel comfortable in his town. I booked him the next day for a return trip to the airport, once again, people driving revenue for a company.
Finally, the Hilton in Ft Wayne (not my usual brand). I arrive as a distressed passenger and I might as well have been Paris Hilton herself. From what do I need, to anything we can do, to complimentary room service for what I was put through, to the front desk person stepping out from behind the desk to show me where the elevators were (WHAT?). Once again, Hilton employees in this case went above and beyond, and I am staying in a Hilton this week because of it. More revenue for Hilton based on their employees.
Some in the world say it is the product, which I admit, plays a key role in where people spend money BUT in the world of customer NO-service, here are just a few examples that happened in 2 hours that truly generated more revenue for the companies I mentioned.
Another infusion of knowledge..
