
I can already hear your response to the title. Fact of the matter is, I think some people in the "customer service" industry truly believe that customer service IS overrated. Let me explain what prompted me to write this blog. Before I start, the photos are from the trip itself, which was fantastic. I would highly recommend this same trip to anyone.
Just recently, my wife and I traveled to the wonderful Lake Tahoe and San Francisco area for vacation. What we found, along with a beautiful crystal clear lake, beautiful mountain ranges, and crisp air, was a combination of people who enjoyed their job, and those not vying for an "employee of the year" award. As we boarded the plane and headed west, we were faced with, what has become, standard flight delays and lost luggage. I, like many, understand that mistakes happen. It's how you handle those mistakes that can make a lasting impression, whether good or bad.
After we landed, we waited for our luggage only to find that a piece was missing (go figure, it was mine). We naturally proceeded to the 'lost and found' location only to find the door closed and locked and no customer service rep to be seen. The door lied with a sign that displayed, "Customer Se rvice Representative available 20 minutes after each flight." We look at our watch which indicated that we had been waiting for at least 40 minutes. Our next course of action, and one we didn't expect to work, was to go next door to a competing airline. The customer rep, let's call her Jane with US Airways (I have no problem naming them), immediately called the luggage gods (probably an outside tarmac manager) to see if she could locate our square container of home apparel. Nothing. Not to be defeated by her newly assigned quest, she paged our "real" assigned customer service agent. Nothing. She didn't stop there. As she turned to walk away, she said, "I'll be right back. I'm going to check the plane." Wow! This was good, no...GREAT customer service. Unfortunately, Jane's search was to no avail, but her effort has left a lasting impression.
Now that you've heard the story of great customer service, let me tell you about the contrasting bad customer service. Finally, and an hour late, our assigned person, let's call her Bertha with Smelta Airlines, arrived. No eye contact was made. She immediately took the position behind her assigned desk area. Finally, she spoke, "ticket number?" I handed her our claim ticket which she snatched with authority from my hand. "Ok, I've put a trace on your luggage. You'll be contacted," she said, again with no smile or emotion. "Next!", she said, ending our one sided conversation. I began to ask additional questions, "this will be delivered when?". Annoyed, she said, "I don't know. When they find it." She immediately reach past me to grab the next ticket. Which airline do you think we'll use next time we travel?
As a small business owner, I understand the importance of "treat others as you would want to be treated." If my business was operated in the same manor as was represented by Bertha, I'd be out of business faster than I could say, "Say Cheese!" Aside from the business aspect, people should treat people with respect and unintentional errors need to be corrected while treating the unfortunate party with a sense of "understanding".
Perhaps I'm just venting; however, I will promise you one thing: if you and I should cross paths in life, you can be confident that I will treat you as I treat my friends and family. Life is way too short live life any other way. Our goal should be to make more friends than enemies, and smile while doing it. That is the way I treat my clients and operate my business. With that I say, "Bertha, my friend, smile!"
Let me close by saying that not all employees at Smelta provided the same service as Bertha. Unfortunately, Bertha's was the person who made the lasting impression.