Have You Checked Your Customer Service Lately? Day Two -Las Vegas Journey Continues

Articles, Make Your Best Impression Blog, News & Testimonials, Press Room / Media   ·   February 25, 2010

Well, for anyone that knows me, I am not a morning person. That is putting it lightly, just ask my husband.  I would never choose a 6:00am flight.  After bracing a 4:00 a.m. alarm clock, I stumbled to a hot shower in hopes to begin my journey on the best footing.  Preparing the night before, I had everything ready to go. Nothing to search for in the morning, everything laid out and placed strategically, trying to anticipate any possible challenge.

Suddenly, 4:40 a.m. arrived, and we (my sweet husband and me) were off to the airport. When we arrived, we approached the Delta counter at the Birmingham International Airport. Since I had been delayed the day before, I was unclear if I had already been put in the system.  Approaching the kiosk I asked the Delta agent behind the counter, “Excuse me Sir, since with this type of ticket do I need to check-in at self service or check-in with you? “ 

With a pleasant demeanor and comforting tone Paul responded. “You can use the self check-in option, but I would be happy to help you. Where are you headed to today?” 

“I am going to Las Vegas.”    

“You are going to loose wages?, he smiled.”

“No, going for a business meeting.”

 Paul continued, “How many bags will you be checking today Ms. Snider?”

 “Just one thank you.”

“Would you prefer a window or an aisle seat?  Unfortunately, your connector is sold out, so I cannot confirm your seat for Atlanta; however, they can assign you a seat when you arrive at the gate. Please drop your bag off at the TSA area. I will request a window seat for you, but since we are sold out you may end up with a middle seat. By the way, I really like your name.”

“Thank you very much. I really appreciate all your help.”

 “It was nice to meet you Ms. Snider, have a good trip.”

“Thank you, Paul.”

Wow, what as a difference a day can make! What was different about today than yesterday? Remember, I am not a morning person. I still do not like to get up at the crack of dawn, or pre-dawn. I am still missing half of my meeting that I have paid to attend. What is different? Paul is the difference.

In less than 24 hours, someone, Paul, decided to anticipate a need and be the solution. Could I have used the self check-in? Certainly, I was prepared to be ignored. However, Paul treated me with Lagniappe Service, doing a little something extra.  I did not get Paul’s last name because it was not listed on his name tag. I hope that Delta Airlines will find a way to honor Paul’s great service to recognize that little things do make a difference. You never know when a customer service advocate is next in line.

Today my Lagniappe Service Award® goes to Paul, the Delta agent that made my day a bit brighter. Thanks Paul for being a light for customer service and Delta Airlines.  You are a tremendous asset to their team.

I will be traveling through Tuesday, so I will keep you posted. Customer service is something that we can talk about in board meetings and strategic plans, but the reality is when the rubber meets the road- on the front line.

Stay Tuned… more customer service experiences to come -the good, the bad, and the ugly.

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