Day 2 is a celebration of past customer service experiences, as I’ve been at home most of the weekend, and not a transaction on my account at all.
Oh, except booking flights online… not the most exciting interaction with the airline, but I know they’ll look after me when I fly.
Actually I must acknowledge the flight attendants on Qantas who obviously enjoy their work and look after me as if I were in first class.
Here’s one of my favourite customer service experiences of 2010.
On our way to Brisbane in March we stopped at Narrabri between McDonalds & KFC, still undecided about where we’d go. I had an avocado and rice cakes in the car so didn’t need much, so we went with Ethan’s vote for KFC. I think it had been years since I’d been in one of their stores, so I was unfamiliar with the menu. I just knew there would be chicken. What I didn’t expect was the welcome. The lady behind the counter welcomed us as we walked in the door as if she was greeting old friends. She seemed genuinely delighted to see us, and was patient as we stood undecided for a few minutes. I had been half asleep as Lyndon was driving, so it wasn’t a case of her reflecting my energy, as can be the case when you experience great customer service. They see you coming with a bounce in your step and naturally are delighted to see you. I think I dragged my feet in there, not looking particularly attractive. No make-up, ‘travel hair’ and definitely not a spring in my step.
We were traveling for a very sad purpose, to see a dying family member, and I wasn’t in the frame of mind to make someone’s day. Perhaps that’s why she really made my day. It’s so important to remember when you’re serving people that you don’t know what they’re going through, so give each person you meet a smile and warm welcome.
So high fives to a lady in KFC in Narrabri! I wanted to go back and get her name, as this blog was forming in my mind as we left, but we were also keen to get to Brisbane as soon as possible. I hope she gets great feedback from other customers often, and I’d be surprised if she didn’t. For all those customer service champions who may not be often acknowledged, let’s take every opportunity we can to say thanks.
Cheering you on,
PS. What are your favourite Customer Service Experiences?