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Praise for the praise
2 November 2006 - 11:55am
For several years, I've received a wonderful e-newsletter from Debra Schmidt, "The Loyalty Leader." The ongoing theme of the communique is how to provide outstanding customer service.
I especially enjoy the newsletter in that it's not only practical, down-to-earth and free, it always ends with a story about Debra's son, Dave. Those nuggets of youthful insight from Dave add that personal touch that, you guessed it, builds loyalty.
As an aside, young James and I just returned from our annual trip to Connecticut to spend Halloween with my folks. Unfortunately, I got to witness how one airline handles difficult situations with their soon-not-to-be loyal customers. At one point, a supervisor hollered, "I've got an Irate for you to handle over here." Please note, I was not the customer she was referring to; it was somewhat horrifying and a tiny bit amusing, though, to hear their not-so-secret code word for a problem customer is "An Irate." That was heading out. Returning yesterday, I was downright disgusted to hear (again a supervisor) bellow, "Who wants to get the wheelchair?" The bad part is that there was a perfectly able-eared woman sitting in the wheelchair waiting for help. A bit later, when someone came to help, he didn't even say hello to the lady, but just came up behind the wheelchair and pushed. What a difference just a few kind words would have made...