Tasha Mazza-Kelton: Impact of Great Customer Service
Blog 15: Live up to your Customer Service Commitment
I have to share this recent personal story…I was away this past weekend in the Bahamas for a friend’s wedding. We flew with WestJet simply because they had a great rate. But I will admit, all I think of when someone says WestJet are those friendly commercials with employees promoting their commitment to the company because “they are more than just employees, they are owners”. As most of us would do, I typically roll my eyes at companies who constantly brag about their commitment to go that extra mile as it never seems to be the reality. But I have to say, I was absolutely stunned to actually take part in one of those unbelievable WestJet customer experiences.
On the flight down to the Bahamas, I managed to lose my BlackBerry on the plane. Yes, it was like leaving my second-born behind but I didn’t realize it was lost until we were in the taxi en route to the hotel. So as soon as I got to my room, I called WestJet’s customer care line and logged the missing device. They said they would send a supervisor to the plane right away to look for it. At this point, I was thinking this is a lot of “blah, blah, blah…we will try our hardest” when there really was not a chance in hell that they would find it. Four days later on the return flight home, I heard one of the flight attendants say “will Tasha Mazza-Kelton please identify herself to an attendant”. WestJet actually went out of their way to have someone meet me as I got off the plane with my found device. Now this is unbelievable customer service! Not only did they find it, instead of sending it in the mail which would have caused a 4-day delay, they actually sent a WestJet “owner” to meet me at the exact time my flight landed. It was the perfect example of how to develop lasting impressions, unforgettable customer experiences and devout customer loyalty.
It seems so rare to encounter companies that truly live up to their brand and service commitment, but I will stand behind WestJet’s commitment any day! Especially in a consumer world where superior customer service seems to be a dying breed, I bet you cannot top this customer service story.
Tasha Mazza-Kelton, Partner
Comments