Recently, I took my second flight on Southwest Airlines. You can read about my first trip here. This one seems more like the type of flights that Southwest are known for. On this flight, the flight attendants were pretty jovial. During their opening spiel about how to fasten your seat belts, they joked that if our Southwest flight suddenly turns into a Southwest cruise, you can use your seat as a floatation device.
What I was really pleased with was that our flight arrived at our destination 20 minutes early. Not just landing early, but at the gate 20 minutes early. Most airlines are not known for being punctual. I’m usually happy if the flight is only 10 minutes late. The flight attendant made note of our early arrival and asked everyone to tell their friends about it. She joked that if we were late, we would tell our friends, so make sure to let them know when we’re early too. She had a point. So, take Southwest. I continue to be a fan.
Thanks for sharing your good and bad customer service experiences here and on Facebook. You guys shared some great stories. I was able to use them with a book discussion I was leading at work. Our team talked about the book, Raving Fans by Ken Blanchard and Sheldon Bowles. It’s a pretty easy read, like all Ken Blanchard books. It has a real simple approach to improving customer service. In the book the authors write about not just settling for satisfied customers but creating raving fans. If you’re looking to create some raving fans, I recommend you read this one.
Do you have some other customer service books that you’d recommend?
Hi everyone. I need your help. I’m giving a presentation next week on customer service and would love to share examples from you on good and bad customer service experiences. What was a memorable customer service experience that you had recently? What made it memorable? How was the conversation you had with the cable company? How was it interacting with people at the DMV? Did you have a good experience getting your car’s oil change? What could have been done differently to make it a good experience? You get the idea.
I’d love to hear from you soon. Comment away…