Have you joined my incredibly non-annoying, once-in-a-while email newsletter?
Landed after a two hour delay. (7+ hours in the air.)
Cab line looked like this:
Shouted at the top of my lungs: “WHO’S GOING TO THE ALLADIN HOTEL? I’LL PAY FOR THE CAB!”
And sure enough, a nice guy, about five people from the front of the line said, “I am.” Bypassing a 50 minute line for a $12.50 fare is worth every penny, in my book.
Think about it for a second: How much is your time worth? If it’s anything more than $12.50 per 50 minutes, then staying on that line would have COST YOU MONEY. Make sense?
Arriving at the Alladin (which is now a Starwood property, I checked in, and to my delight, saw this:
I again realized why, while I might hate Vegas, I freaking LOVE being a Starwood Platinum member. Upgrade to a two-bedroom suite with a Jacuzzi tub. Very, very nice. I will shout my love of Starwood from the rooftops.
Tonight: Verizon party at Nobu, Spetroniq at Hard Rock (The bowling alley penthouse), WSJ Party at the Wynn Saitek at the Bellagio, and then, early tomorrow morning, the MCN breakfast. I need a driver. Ugh.
Actually, I need an Aspirin.
Every organization is a service organization. At least every one with some degree of success. If you’re not serving customers, you’re not doing it right.
Every organization is a service organization. At least every one with some degree of success. If you’re not serving customers, you’re not doing it right.
You know what the other big tangible perk is to stellar customer service? Positive write-ups on widely read blogs like this one.
You know what the other big tangible perk is to stellar customer service? Positive write-ups on widely read blogs like this one.
Great story and I can actually support this level of customer service by UA with my own, I left something in a plane idiocy on Tuesday afternoon. EWR-BOS on UA, I left my handbag at my seat. I NEVER travel with a handbag and was only doing it this time because I had to (gasp) check my luggage as I had pulled out my back the night before and could not lift it. So, I leave the plane with my SeV as well but not my stupid little handbag. There I am at baggage claim, thinking about buying a doughnut (yes, you read that right) to make my back feel better and I freak as I did not have my wallet or my prescription sunglasses or my MiFi. I sprint (well hobble) up to departure check-in, hoping against hope that they can help me. Two lovely UA employees drop everything to start calling the gate and print me a pass to get through security when suddenly, miracles or miracles, I am paged. My bag was found and the UA departure women tell me to just go down to baggage claim and they will make sure that my bag is brought down to me. The feeling of relief was unbelievable, last thing I needed that day as well. Had I been more focused, I would have thanked them on twitter and your post reminds me that I should! Oh, even better, they somehow pronounced my last name right! – Jasmine.
Great story and I can actually support this level of customer service by UA with my own, I left something in a plane idiocy on Tuesday afternoon. EWR-BOS on UA, I left my handbag at my seat. I NEVER travel with a handbag and was only doing it this time because I had to (gasp) check my luggage as I had pulled out my back the night before and could not lift it. So, I leave the plane with my SeV as well but not my stupid little handbag. There I am at baggage claim, thinking about buying a doughnut (yes, you read that right) to make my back feel better and I freak as I did not have my wallet or my prescription sunglasses or my MiFi. I sprint (well hobble) up to departure check-in, hoping against hope that they can help me. Two lovely UA employees drop everything to start calling the gate and print me a pass to get through security when suddenly, miracles or miracles, I am paged. My bag was found and the UA departure women tell me to just go down to baggage claim and they will make sure that my bag is brought down to me. The feeling of relief was unbelievable, last thing I needed that day as well. Had I been more focused, I would have thanked them on twitter and your post reminds me that I should! Oh, even better, they somehow pronounced my last name right! – Jasmine.
Peter – I’ve been there, and done that, in almost identical circumstances. I was leaving a speaking gig, trying to get from Harrisburg, PA to Buffalo, N.Y. I was flying US Airways, and thanks to SNAFU’s in Philly had to be re-routed through Charlotte. Turbulence upon approach meant an early shut down of electronics, so rather than get up I put my Macbook Air in the seat back pocket ahead of me…
I’ll skip the theatrics, but that spine-shivering, self-loathing, ‘I’d rather take a punch in my face,’ senses of doom that almost makes you bend over and vomit? Been there.
The upside is that I also got to experience the sense of “I am totally naming my next child after you, pardon me while I wet myself in public but don’t care because I’m just so darn relieved.’
Obviously, it’s hard to explain the emotional roller coaster that you go through… but I know how visceral those emotions are.
Peter – I’ve been there, and done that, in almost identical circumstances. I was leaving a speaking gig, trying to get from Harrisburg, PA to Buffalo, N.Y. I was flying US Airways, and thanks to SNAFU’s in Philly had to be re-routed through Charlotte. Turbulence upon approach meant an early shut down of electronics, so rather than get up I put my Macbook Air in the seat back pocket ahead of me…
I’ll skip the theatrics, but that spine-shivering, self-loathing, ‘I’d rather take a punch in my face,’ senses of doom that almost makes you bend over and vomit? Been there.
The upside is that I also got to experience the sense of “I am totally naming my next child after you, pardon me while I wet myself in public but don’t care because I’m just so darn relieved.’
Obviously, it’s hard to explain the emotional roller coaster that you go through… but I know how visceral those emotions are.
I guess they took Dave Carroll’s video to heart! Good to hear!
I guess they took Dave Carroll’s video to heart! Good to hear!
Back in 2000, I wrote an online Lost & Found system for airlines, rental cars, hotels — business travelers — so that people could search for their lost items. Not a single airline wanted any part of it. Maybe this is finally changing.
I hope the employee from delta and Kim is reading this article, and change their nasty attitude toward their passangers by given them good customers service. I do not want to write much because it will turn into a book.
Back in 2000, I wrote an online Lost & Found system for airlines, rental cars, hotels — business travelers — so that people could search for their lost items. Not a single airline wanted any part of it. Maybe this is finally changing.
I hope the employee from delta and Kim is reading this article, and change their nasty attitude toward their passangers by given them good customers service. I do not want to write much because it will turn into a book.
I had a similar experience when an abused rescue puppy was shipped to me. Plane landed at 1:30 am at Dulles on Memorial Day weekend. Waited and waited. Asked customer service clerk to find her. Was told all cargo was headed to the cargo hold facility. Freaking out – I begged the customer service clerk to find her immediately. The pilot was notified and took hold of the situation – the puppy was found and brought directly to me. Horrible experience, but I found a new respect that day for good customer service….and for pilots!
I had a similar experience when an abused rescue puppy was shipped to me. Plane landed at 1:30 am at Dulles on Memorial Day weekend. Waited and waited. Asked customer service clerk to find her. Was told all cargo was headed to the cargo hold facility. Freaking out – I begged the customer service clerk to find her immediately. The pilot was notified and took hold of the situation – the puppy was found and brought directly to me. Horrible experience, but I found a new respect that day for good customer service….and for pilots!
Peter – thanks for the great post. I just read this to our entire tasting room staff. Thanks for the inspiration this morning.
Cheers,
Bill Smart
Dry Creek Vineyard, Sonoma County, California
Peter – thanks for the great post. I just read this to our entire tasting room staff. Thanks for the inspiration this morning.
Cheers,
Bill Smart
Dry Creek Vineyard, Sonoma County, California
This is GREAT!
I think that majority of companies don’t put enough time, energy and focus into customer service. Perhaps companies are just hiring people that hate their jobs/ who are unwilling to help others…perhaps it’s because they only rely on numbers and don’t fully grasp what can come from a good customer’s experience. Or…maybe people are just lazy, don’t care about others and only do what they have to do to get by.
Customer Service is what makes a company and employers need to hire people that enjoy helping others, because they want to, not because they have to.
All I know is, Cynthia sounds like an amazing person….and good thing you can run like the wind. Must be all those races!
Safe travels!
This is GREAT!
I think that majority of companies don’t put enough time, energy and focus into customer service. Perhaps companies are just hiring people that hate their jobs/ who are unwilling to help others…perhaps it’s because they only rely on numbers and don’t fully grasp what can come from a good customer’s experience. Or…maybe people are just lazy, don’t care about others and only do what they have to do to get by.
Customer Service is what makes a company and employers need to hire people that enjoy helping others, because they want to, not because they have to.
All I know is, Cynthia sounds like an amazing person….and good thing you can run like the wind. Must be all those races!
Safe travels!
You pretty much owe Cindy Frank a dozen roses!!! At least you can pay for them with your many UA points.
You pretty much owe Cindy Frank a dozen roses!!! At least you can pay for them with your many UA points.
Wow Peter! I just read this to my entire office and after another stressful day in Newark airport, it really made us smile! But I have to remind your readers that it is our experience as former Concierges and our “Continental Culture” that has helped to give us this spirit of “working together” with each other & the customers to provide Excellent customer service.
And despite the many challenges with our new United we continue to “work hard…fly right” 🙂
Please stop by and see us if you are passing by terminal C…since you know where our secret door is now located !
Best wishes, Cynthia Frank United Global Services Newark
former Continental Concierge for International Business Class
Wow Peter! I just read this to my entire office and after another stressful day in Newark airport, it really made us smile! But I have to remind your readers that it is our experience as former Concierges and our “Continental Culture” that has helped to give us this spirit of “working together” with each other & the customers to provide Excellent customer service.
And despite the many challenges with our new United we continue to “work hard…fly right” 🙂
Please stop by and see us if you are passing by terminal C…since you know where our secret door is now located !
Best wishes, Cynthia Frank United Global Services Newark
former Continental Concierge for International Business Class
Best customer service story, EVER, Peter. This may even top Morton’s. Actually, I think it does (but then again, it’s not an apples to apples comparison and that isn’t fair). Amazing!
Best customer service story, EVER, Peter. This may even top Morton’s. Actually, I think it does (but then again, it’s not an apples to apples comparison and that isn’t fair). Amazing!
Going above and beyond earns your company RAVES. Makes you wonder why more companies don’t do it.
Going above and beyond earns your company RAVES. Makes you wonder why more companies don’t do it.
Thanks for sharing Peter. Great example of FAYC – “Forget About Yourself Completely.” Too often we want to take the easy way out and not stay late, or open a locked door, and have to remember it’s about the customer – not us. Nice reminder for us all to recheck our current level of customer service.
Thanks for sharing Peter. Great example of FAYC – “Forget About Yourself Completely.” Too often we want to take the easy way out and not stay late, or open a locked door, and have to remember it’s about the customer – not us. Nice reminder for us all to recheck our current level of customer service.
Maybe so many horrow stories on social media, it was great to read one with a quick happy ending . . .
Maybe so many horrow stories on social media, it was great to read one with a quick happy ending . . .
It’s also important to remember that it’s not just about hiring customer service employees who shun the it’s not my job mentality, but COMPENSATING those employees so they WANT to go above and beyond. Companies need to spend money on training and paying their customer service employees if they want the people on the front line to represent them best.
It’s also important to remember that it’s not just about hiring customer service employees who shun the it’s not my job mentality, but COMPENSATING those employees so they WANT to go above and beyond. Companies need to spend money on training and paying their customer service employees if they want the people on the front line to represent them best.
Great insight into a Company that understands the reason for success and growth. That one customer any employee takes the time and minimal effort to help will cascade their their expierence among other travelers. Those employees deserve a “Job well done”
Great insight into a Company that understands the reason for success and growth. That one customer any employee takes the time and minimal effort to help will cascade their their expierence among other travelers. Those employees deserve a “Job well done”
Casey Jane – you’ve got it all wrong. Compensating employees to do better service is not the answer. Giving an employee, say another $1 or $2 per hour will not change their attitude if the company doesn’t stand behind them. While employees want to be well compensated for the job they do, any employee will tell you if they are treated with respect by their company and given the tools to do their job, they will outperform others making higher salaries. I’m a retired Continental employee and our company climate was based on respect, loyalty and the customer!
It’s not always about the money…..
Casey Jane – you’ve got it all wrong. Compensating employees to do better service is not the answer. Giving an employee, say another $1 or $2 per hour will not change their attitude if the company doesn’t stand behind them. While employees want to be well compensated for the job they do, any employee will tell you if they are treated with respect by their company and given the tools to do their job, they will outperform others making higher salaries. I’m a retired Continental employee and our company climate was based on respect, loyalty and the customer!
It’s not always about the money…..
Casey Jane, trust me – from the core of it all (being in customer service my whole life!) giving anyone more money to be nicer will never work. I work with people who will never go above and beyond what they have to do – no matter how much they get paid. And then I work with several people who will go the lengths, like Cynthia in this situation, to help out someone – even when we’re off the clock. It’s just who we are as people. Most people who do good aren’t looking for compensation – I’m pretty sure Cynthia never would have expected this blog post – but just the feeling of helping someone out makes us feel good.
Casey Jane, trust me – from the core of it all (being in customer service my whole life!) giving anyone more money to be nicer will never work. I work with people who will never go above and beyond what they have to do – no matter how much they get paid. And then I work with several people who will go the lengths, like Cynthia in this situation, to help out someone – even when we’re off the clock. It’s just who we are as people. Most people who do good aren’t looking for compensation – I’m pretty sure Cynthia never would have expected this blog post – but just the feeling of helping someone out makes us feel good.
Peter, I missed this post when you published it. Steve Dorfman of DrivenToExcel.com just posted your link as a fantastic example of impeccable customer service and the impression it makes when the grateful customer tells others. It’s especially cool when the customer has a bully pulpit like you do. Well done!
Peter, I missed this post when you published it. Steve Dorfman of DrivenToExcel.com just posted your link as a fantastic example of impeccable customer service and the impression it makes when the grateful customer tells others. It’s especially cool when the customer has a bully pulpit like you do. Well done!
Invaluable post ! I Appreciate the specifics , Does someone know if my assistant might grab a template a form copy to fill out ?