Newsletter December 2009

Gee Whiz Service.

What makes your customers go GEEEE WHizzzzzzz!

I travelled to the States last month to speak at an event. As an exponent of the benefits of excellent service, as usual I am on the lookout for those rare companies who have mastered the art.

Now I have got to say service delivery by airlines across the United States leaves a hell of a lot to be desired. In particular the face to face service at check in.

You know how it works...

You line up for half an hour to get to the front of the queue and someone yells out "NEXT"

You enquire if the flight is on time and are told "Check the boards"

You ask what the weather is like at your destination and get the reply "Who do you think I am THE WEATHERMAN!!!"

I had almost given up on finding anything unique or exciting until I hopped in line for a flight with Virgin America (yes I know, I know, I do rave on about Virgin, but it is only because they get it right!)

I am standing in line and when I arrive at the front of the queue much to my surprise, rather than the yell 'NEXT' the young lady behind the counter came out, picked up my bag and asked, "Where can we take you today sir?"

She then checked my bag in and advised me that the flight was delayed 15 minutes. I pushed my luck a little by asking what the weather was like at my destination and was told what it was like and then asked would I like to grab a jacket out of my bag before she sent off into the baggage wilderness.

I thought 'GEEEEE Whizzzz' that was so much better than anybody else had done, these guys are good!

How are you GEEEEE Whizzing your customers, setting yourself apart from your competition, giving people reasons to talk about you and how fantastic you are.

Remember...Geeeee Whizzzz service equals Geeeee Whizzzz bank statements!

Ron McLean is an international author and customer service strategist.  If you think your organisation would benefit from having Ron present his Service as a Business Strategy message to your team, please contact us on 1800 GET REAL or email emma@creatingsynergy.com

Copyright 2009 Ron McLean

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