Flying with Spirit

Customers today use experience (what providers put them through) as their number one decision factor when selecting an organization to do business with. Recent research shows that almost 1/3 of customers chose the quality of customer service as their top priority over price, product or brand. I walked on a Delta flight from Managua recently to be pleasantly greeted by Marcia and as I stowed my bags to be warmly welcomed back by Glenda who I knew from a previous flight. They were joined by Jan to form what I could tell immediately was a very special group. I knew I was in for a fabulous experience!

It began with a “good to see you again” hug from Glenda in proper southern hospitality fashion and continued with over the top service for all passengers throughout the three and a half hour flight. Although the flight was only about half full these three service giants worked feverishly through out our trip to make everyone want to fly with Delta ( and Marcia, Glenda and Jan of course).

What separated this experience from so many others was the fantastic spirit to serve displayed by these veteran flight attendants and their commitment to making this a service memory to treasure. It included a coloring contest for the kids as evidenced by the picture above as well as their never wavering attentiveness to every passenger. We all knew they had chosen a career they loved because it showed in their every move.

Great service doesn’t just happen. It requires highly engaged employees like Marcia, Glenda and Jan focused on consistently delivering a fantastic experience. As I walked off the plane they all expressed their gratitude for my business and a sincere invitation to return. How does your team compare to these three customer experience experts?


About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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