Holy Customer Service!
As you know, sometimes I rant about customer service. Sometimes, companies pay the price of my ranting.
Sometimes, though, a moment happens where the customer service is truly, utterly amazing, that I’ve no choice but to write about how WONDERFUL it was, and how truly amazed I am.
Flying home from Denver to NYC a few days ago. At some point during my trip, I’d lost my little bag that held an adapter and connector for my Sprint Wireless card. Figured I lost it at the client’s office or at the hotel. Checked online, my little bout of forgetfulness was going t cost me about $40 plus shipping to replace. OK, so be it. I’ll get to it when I get home.
Get to the airport, get through security after being lectured about what a proper plastic bag looks like, and head to the gate. While waiting to board, I hear “Will passenger Peter Shankman please come to the podium at gate A-49?”
The only time I like to hear that is when I DON’T have my upgrade. That means I getting it. Problem was, I already HAD my upgrade, and was afraid I’d wind up losing it or something.
Imagine my amazement when I hear, “Mr. Shankman, did you leave this black bag on the plane on your flight out on Monday?”
My bag was waiting for me, with a little note explaining to the gate agent that the flight attendant on my flight out had found it, noted my seat, looked up my reservation, and made sure to give it to the right person so she’d find me when I came in for my return flight. Check out that note. Click on it and read the handwriting. Can you believe that the culture in Continental is to go to all that extra trouble? Spectacular.
I’ve been a fan of Continental for years, ever since the CEO called me personally to respond to an email I sent complaining about a new fee. I’m now doubly, maybe even trebly so.
I’m amazed. Truly, truly amazed.
Well done, Continental. I’ll continue to be a fan for life.
15 Responses to “Holy Customer Service!”
Wow — that is awesome. Cool that you got your stuff back, and even cooler that people at Continental went so far above and beyond to help a “pax.” Nice job, Continental!
I just had to read the story about the Miami Mart and then click the link to the hotel’s site…. I found this interesting….
“Leaving Starwood on June 25, 2008
The Sheraton Miami Mart Hotel is leaving the Starwood system on June 25, 2008. Please contact the hotel directly for reservations after June 25, 2008.”
Thanks for that as you know (from comments I have made to you) I work for Continental in Baggage Service in Las Vegas. I handle the Left on board items. Continental tries their darndest to get back items to our customers. As far as I know we are one of the few that do take the time to do this. So thank you for saying thank you:)
Great story, loved the note - was that on a cocktail napkin? Some of the best things have been created on cocktail napkins. For those who remember, I guess Continental really does “move its tail for you.
I love this. Maybe they went through FISH training. Maybe they have a top-down culture of creating little miracles.
I had a similarly wonderful experience at a Sheraton - yes, Sheraton - in San Diego. Every time I called the desk, the person answering said, “This is Kayla (or whoever); I can help you.” I was so impressed with the confidence and can-do attitude, I asked to meet the person who first knocked my socks off like that. The call center was in the basement, and I wasn’t allowed to go there. But since my conference was also meeting in the basement, I arranged to notify the desk during my mid-morning break.
Kayla, or whoever, came over to our mingling zone and looked me up. She was delighted, of course, to meet me, never got to meet the people she helped. (By they way, if you call for something, you get a return call in 20 minutes to make sure the thing you asked for has been taken care of.) I told her I wrote a couple books on telemarketing and telephone customer service and she nearly cried with gratitude for my compliments.
Like you, I love amazing customer service. Wish it all were!
PeterL
A great story, not only the service rendered, but a bit of hope in world where good service is rare.
I’ve read various blogs and some wire services sories that indicate business will gravitate to those who genuinely serve their customers or clients. I do business with a local CVS store here in Florida (NOT
This story gave me a little more faith in Continental. I’ve sworn for years not to fly them after they treated my friend horribly about a situation she had flying them right after her mother died of brain cancer. MAYBE, maybe…hope is back and I’ll consider them now when thinking about flying.
Always good to see a POSITIVE STORY about flying the skies these days.
Amazing, to say the least. There ARE still humans working inside the system to help!
I want to share another amazing Customer Service story. As you know, it’s currently Passover. As you might NOT know, most people don’t care - and most people in racing don’t care at all. BUT, as a journalist, I’d mentioned that last Sunday (Long Beach Grand Prix race day) was the first day of Passover. The media center staff at Long Beach, and specifically Chris Esslinger, went out of their way to ensure that Jewish journalists covering the event had Glatt Kosher meals available during the media lunch (the media lunch sounds like a perk, but since the racing is pretty much continuous all day, it’s just an accomodation to ensure the journalists stay in their seats to cover the event) period. And not just a Kosher lunch, but a HOT lunch. Wow! We’d have been satisfied if they’d have added a box of Matzos to their regular lunch buffet. Amazing.
What is a PAX? Great story, glad to hear you got your stuff back
Peter, thanks for sharing. This is indeed inspirational. The two hallmarks in your story and the Lin’s comment on the Sheraton are that the little things mean a lot and making a personal connection in a typically impersonal situation will win hearts!
Splendid: obviously a company which understands the twin concepts of good service and word of mouth. When I benefit from similar customer care, I make a point of spreading the news as widely as possible, to both reward the organisation which has performed above and beyond on my behalf, and “pour encourager les autres”.
I just shared your story with our staff. We call them “wow” moments. And often, the steps taken are so simple–and so appreciated.
I remember being called out to help a gentleman one evening at closing time (I work at a family-owned theme and water park). I could hardly understand the fellow, as he kept his hand in front of his mouth as he spoke. Finally, I realized he’d lost his dental work in our wave pool! He didn’t want me to see his missing tooth/teeth and was mortified, as he had a job interview that Monday morning (this was 10 pm on a Saturday).
I made arrangement for him to be admitted to the water park early the next morning with the promise we would help him look for his partial. And indeed, we found it!
Not sure he told many people *that* particular story, but I know we made a little miracle possible that day.
Hey! Maybe their’s hope for humanity after all! Companies should use this as an example!
That rocks the world. I like companies that give their employees permission to be human beings.
That is impressive. I’ll have to look into Continental next time I fly. Excellent customer service is a lost art and it’s great to hear of companies like this that go above and beyond the norm.