It was a beautiful sunny morning when we arrived at the airport.
The porter informed us, “They’ve cancelled your flight because of fog at the destination.”
Heading into the terminal we witnessed some very angry people berating over-taxed ticket agents as if it were the agents’ fault the flight was cancelled.
One woman was especially irate, blaming a ticket agent for ruining her entire holiday in a voice loud enough to be heard by everybody waiting in the airport. You know the type, Ms. La-di-da, like she was the only one inconvenienced by this. We were very uncomfortable, but I thought the ticket agent handled it extremely well. Never lost her cool. I was impressed.
So when it came to our turn we greeted the agent. “Some people aren’t handling this very well, are they?”
“No.” came the reply.
“But I’ve been watching you and you are doing such a great job in a tough situation. I just wanted to thank you.”
You could see the physical transformation in this person’s posture and demeanor immediately. A smile lit up her face as she said, “I really appreciate that.”
How was our service? One word: Wow!
She managed to get the six of us a taxi to another airport that would re-route us to our destination.
But our interaction wasn’t complete. As we were standing outside waiting for the taxi, she came running out of the terminal.
“I’ve just called the taxi company again for you, because it should be here by now.”
Why would a ticket agent usually chained to her desk with a long line of people to be served do that?
I’m convinced it was because I thanked her.
When you encounter Shareworthy Customer Service how do you respond?