American Airlines Customer Service at Orlando International Airport baggage claim blew me away.
This is a huge wow moment.
A huge Customer Service moment by two American Airlines employees at Baggage claim.
i asked them (above), “Is this an American Airlines thing or are you the only two who do this?”
They said they are the only ones.
What’s special about what they do is the extra effort they demonstrate by placing every passing piece of luggage handle up so customers may easily grab their bag.
WOW!!!!
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The dental practice employee came to the lobby, called my name (i was the only one there) and then escorted me to the exam room.
He began by telling me the “one-year process” would conclude in six weeks – a net of only 20 weeks, not 52.
i asked a few clarifying questions, for understanding, and he couldn’t answer them convincingly. So i rephrased them.
Still no luck.
Finally, i asked his name (Jordan) and shook his hand. i had been sitting for awhile in the exam chair, with the dental bib around my neck.
We had never met before, he was offering dramatically different news than the Doctor-prescribed protocol, he couldn’t answer the questions, and i had no idea his name or his role at the practice.
i was there simply (and routinely) to get three more sets of Invisalign braces (a six-week supply: trays 8, 9 & 10).
Excellence doesn’t end with the basics, but it certainly starts there. Introduce yourself to every patient. And every patient you meet for the first time, initiate a warm and friendly welcome, introduce yourself, and explain your role.
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On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.
We changed our questions at Disney, changing everything.
The first 15 years working at Disney, we asked questions similar to the ones Press Ganey is asking above.
Somewhere in the middle 1990’s we transformed our thinking as an organization.
We uncovered the four key drivers to Guest Satisfaction and made sure every Cast Member group (Front Desk, Waitress, Life Guard, Merchandise Host, Landscaper, etc) was rated on those four key drivers above everything else.
Four simple questions.
Every Cast Member group was held accountable for excellence in all four Key Drivers.
What if we “aced” lessor Guest Satisfaction Drivers, but failed at mission critical drivers?
Our repeat visitation – our number one business metric – would drop.
Simple as that.
Even a 1% drop would translate to millions (and millions) in lost revenue.
And even a 1% increase would have the opposite (and positive) affect.
PS. Go 5% in either direction. Go 10%.
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On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.
This website is about our career health. To leave this site to read today’s post on my home health website, click here.
