My grandmother was telling me recently about a “nice man who called to help” her with security issues that were causing problems with her computer. The problems, you can guess, weren’t real. The security issues, however, are.
“You share, we care” the tagline on Delia Valley’s email signature reads. It concludes what, to the untrained eye, looks like a genuine and thoughtful response to a question from a customer.
That customer, Lowell Booth, has a concern about Delta Air Lines’ plans to pump fragrance into the cabins of its planes.
While a Sears technician tries to replace an oven, it catches on fire. Is it time for a new appliance?
Pop quiz: Can you name the bookstore chain that used to rival Barnes & Noble?
No? How quickly we forget that Borders used to be a thriving international bookstore chain. It filed for bankruptcy only four years ago.
Did I push it beyond the brink? Did you?
If a picture is worth a thousand words, then this snapshot pretty much says it all.
Let me explain. After buying a house, we started remodeling. Kitchen torn out, walls removed, windows added and more.
Aflak Chowdhury asked for the impossible from Emirates. He wanted a refund on a nonrefundable ticket.
He and his wife urgently needed to move their yearly visit to his parents in Bangladesh up a few days to rush to the aid of his father, who’d had a stroke. Time was of the essence.
Negotiating with airlines is a dreaded burden no one wants, especially at times like this. Emirates didn’t have any seats on earlier flights – so he sprung for new tickets with another carrier.
Anne August and her husband never expected to lose their checked bag while flying to Paris from Boston on Icelandair. Then again, no one does.
But the Augusts never could have anticipated what would happen next. Not only was the bag found quickly, but Icelandair immediately compensated them right at the terminal above and beyond what’s customary.
When did the Ritz-Carlton start running an airline?
Steve Adams is a patient man.
You have to be when you’re a 2nd through 12th-grade basketball coach. But Adams’ recent experience with his uniform vendor tested the limits of his tolerance.
By day, Adams is the vice president of a fire and life safety solutions company. By night, he runs Triumph Basketball in Dallas, a basketball club with over 350 players on 38 teams, and 11 coaches. Last fall, Adams interviewed five uniform vendors and chose Lids.
When it comes to good service, it sometime takes a little while for the lights to go on.
But when they do, maybe it’s because you found yourself at BMW of Catonsville in the Washington metro area, as I recently did.
If you’ve heard it once, you’ve probably heard it a hundred times: “This call is being recorded for quality assurance purposes.”
It’s such a common refrain, I’m surprised someone hasn’t repurposed it into a clever rap. It might be more appropriately labeled a rant, given how consumers feel about it.
Marie Robertson can’t stop doing good.
Two years ago, the Houston airline agent held a United Airlines flight for a passenger visiting his dying mother. Her compassionate act became a feel-good story that resonated among airline passengers – partly because her industry had a reputation for sometimes being less than caring.
It turns out she wasn’t done. Robertson contacted me recently because she’s working on a new campaign to put the brakes on distracted driving (you can learn more about it here). She says most “don’t text and drive” efforts fail because motorists quickly forget them. But Robertson wants to change that by placing “don’t text” warning stickers inside car windshields and reminding drivers that their actions affect other people.
“Our goal is to reach everyone,” she told me.
I’m happy to help. I spend too much time dissecting the failings of the travel industry, and particularly of airlines like United. But you can’t encourage selfless behavior without first acknowledging it.
Here’s the problem: Some travel companies believe it’s the grand customer service gestures, like holding an aircraft at the gate, that impress us. And they do. But not as much as the little things, like taking care of an ailing passenger even when no one is looking, or a smile and, “Thank you for your business” when you check out of a hotel. Or handing out stickers that make the road a little safer.
Those small things can make a big difference on your next trip. And you’ll rarely read about them in a column, except today.
When word got out I was working on a story about travel companies that offer excellent customer service, I heard from people who thought going the extra mile would set them apart, and maybe inspire a favorable mention. One property was proud of a worker who had fulfilled a dying wish for a terminally ill guest. A luxury hotel in Chicago told me about an employee who offered a guest his suit for a business meeting after that guest had lost his luggage.
A Miami Beach hotel shared the tale of “Bubu the Bunny,” a young guest’s favorite stuffed toy that a family had left behind on its way to an Orlando theme park vacation. An employee volunteered to drive four hours to reunite the rabbit with its owner.
These are heartwarming stories, and exceedingly rare. You might travel a lifetime and not experience one of these special service moments.
Of course, passengers have their own ideas about excellent service. Nicole Greason, who works in the marketing department of a college in Tempe, Ariz., recalls a recent flight from London to Phoenix on British Airways. She had a debilitating migraine headache. A flight attendant noticed her pain and brought her ice packs, water and medication from his private stash.
“I have not forgotten how well I was treated on that flight and I have become a fan of British Airways,” she says. “I can’t wait to fly across the pond again — on British Airways, of course.”
The flight attendant’s actions won’t earn him “Employee of the Month” and on any other day, no one except Greason would give them a second thought. But today, on behalf of all passengers who brace themselves for a “you-get-what-you-pay-for” attitude when they board a flight, I say: Thank you. Mr. Unnamed Flight Attendant, you are a credit to your profession.
There’s evidence travel companies know the little things are important. For example, if you e-mailed a hotel with a question two years ago, the response would take anywhere between 48 hours to 5 days, according to OwnerListens, a mobile customer service platform. “Today, average response time is less than 48 hours,” says CEO Adi Bittan. A prompt reply seems like such a minor thing, but Bittain says guests rate these companies higher because of it.
You probably don’t need a study to tell you small acts of service make the travel experience better. It’s common sense. People like Robertson, the United Airlines employee known for holding a plane, know that as well. She says she was just doing her job then, and wants to continue helping. Robertson notes that she’s not alone. Many of her colleagues in Houston care deeply about service. They try to help passengers every day, despite airline policies that often make it difficult.
Travelers love stories about customer service heroes. But mostly, they just want a little courtesy and compassion when they’re away. Is that asking for too much?
Where to find better service
Every travel company is capable of offering excellent customer service. Here’s how to find and encourage it.
Look for special training. Companies like Ritz-Carlton and Disney have such well-known reputations for service that they offer hospitality training to other companies. That’s a good sign.
Recognize the little things. If an employee helped you, take a minute to contact the company and compliment that person. Send a brief e-mail via their website. Over time, the commendations will ensure these quality workers are rewarded.
Patronize the best brands. The American Customer Satisfaction Index recognizes the best airlines and hotels. Marriott and Hyatt, for example, rank highest in the latest survey. Stay with them, and avoid substandard companies.
You don’t have to click around too long online to find an award. They’re as common as pop-up ads — and often just as annoying. Most are self-congratulatory industry prizes that can’t be used as a reliable buying guide.
I’m writing this at the end of a long road trip through France, Germany and Italy, a journey on which I’ve encountered some of the best and worst service imaginable.
For several years, I’ve operated a customer service wiki, an underground website which contains the names, emails and addresses of company executives who can help consumers like you.
In the early days, I researched and published these names alone and at considerable risk, but now I’m lucky to work with a team of volunteers who make sure every name and address is up-to-date. (By the way, you can see the entire list of customer service executives here.)
And that brings me to today’s cautionary tale about customer service, which may inform your next buying decision.
When you spend most of your waking hours advocating for consumers, it’s easy to lose your sense of perspective. Complaints pour in, often hundreds per day. I can’t help but feel like the customer-service apocalypse is imminent.
My New Year’s resolution is simple: Stop Servicemaggendon by putting what really matters in my consumer advocacy crosshairs and keep the discourse civil and fair.
What matters? Well, from my point of view, it’s obvious that we’re halfway down a long slide into the customer-service toilet, with only a little pipe to go before we’re flushed out to the sewer. How we approach this precipitous decline matters. It requires a clear-headed, well-reasoned and polite discussion — otherwise the problem could get worse.