I was in Atlanta 2 weeks ago standing in the bag drop line of an airline I don’t fly that often. I don’t particularly like flying alternative airlines. Like most people I’m a creature of habit and as I inched closer to the counter I mentally made a list of all the reasons I didn’t fly with these folks. Different boarding procedures, snacks offered and this line I had to stand in just to get my bag home but to name a few. When I finally reached the counter, I had thoroughly convinced myself this wasn’t going to be a good experience. I put my bag on the scale and my back pack on the counter so I could pull my I.D. from my wallet.
A pleasant voice asked me, “Just one bag?” Looking at the scale I abruptly responded, “Looks like it.” Undeterred by my emotionless response the attendant said she was going to fix me up quick. As we neared the end of the procedure the attendant asked, “First time flying with us?” I told her no, I had a few times before and then I enquired why she had asked to which she replied with a smile while pointing at my carry-on bag tag, (the one given to me by the other airline to signify how important I was) “I hope you like our airline just as much.” I smiled and nodded in agreement all the while telling myself I wasn’t supposed to be liking this. Even though I had decided against it, she was winning this battle, she was making me feel valued.
Right as she finished she asked if there was anything else she could do.” I shot back, “If I could get that free drink coupon I was promised all will be fine.” Looking over my shoulder at the people helping other customers she quizzed, “Oh, which person told you that?” I admitted sheepishly to her that nobody said that and that I was simply joking. She stared for a quick second, then said please wait, I will be right back. Off she went down the line of 6 bag agents whispering to each as she went, each agent responding with a quick shake of their head, no. Opening a door behind the counter she quickly darted in. With on lookers wondering why I hadn’t moved from the counter I admit she was doing it again, this time making me feel special. It was 2-0 agent vs me.
After what seemed like 5 minutes she came out the door and headed my way. Upon arriving she said that she had asked everybody but alas no one had a drink coupon. I laughed and said she had expended too much effort, but it was appreciated. I had no sooner collected my stuff she said, “You know your flight doesn’t board for another 90 minutes, you’re at C22 and there is a Longhorn restaurant right next to it. How about I buy you dinner?” I about fell over. She made quick work of the needed paperwork and I was on my way. 3-0 agent.
For once I felt special as a customer. These are basic needs of all customers. We all want to feel valued, feel special and valued. It’s what makes us willing to spend our money time and again with an organization. If you have customer facing individuals in your organization who have never been trained in great customer service, you’re going to want to call us at 917.930.0801 or email info@transglobaldevelopment.com We can help.