I am no stranger to journey… airports, motels and also the like are all in a day’s operate. With a current occasion, I used to be flying into Las Vegas to existing a customer service speech. The shopper had arranged floor transportation, so I expected to discover a driver holding a warning with my name on it in the baggage state area.
Once the plane landed And I turned my cell phone on, I observed that I had really attained a text information from my driver, Rick Knobloch. The text meaning explained:
Hi Shep. This can be Rick, your chauffeur. I’m from the baggage state location in Terminal A person in the bottom in the escalator holding a signal using your title, ready to generate you on the Cosmopolitan Lodge. See you quickly. Thanks, Rick.
Rick also integrated a picture of himself with the textual content message. I was joyful with all the particular touch and his proactive approach.
When I came down the escalator to the baggage region, I saw Rick. And apparently, he noticed me, too. He started out walking towards me. I wondered, “How does he know it can be me? Does he know what I seem like?”
Really, he did. Rick instructed me that he does a Bing research on all of his clients. He knew what I looked like, and that’s not all. He had used The web to understand about what I do for the existing as well as commented about one among my YouTube movies (which happens to get about a taxi driver). He explained that he hoped to generally be as excellent as the driver in the online video, And that I have to say he was very well on his way. Mins right after dropping me off at my lodge, he texted all over again to thank me for my business.
You will find some lessons that we are able to discover from this excellent customer support knowledge.
As I claimed previously, I journey a lot. So I understand that what Rick did was not common protocol for drivers. Though it might not have already been the initial time I have attained a textual content concept from a transportation organization with directions with the airport, the inclusion of his photo set him apart. Rick explained that he came up while using strategy to create it less complicated for clientele to search out him. And, he also went out of his strategy to study a little bit about who he was driving. Both of those are superb “ideal practices” that he utilizes for all of his clients.
Even so, Rick is apparently the one driver in his business to create this excellent customer service encounter for his consumers. There may be an essential lesson right here that the whole business needs to be getting gain of. Rick’s best procedures make him stand out, but if all with the drivers followed his example, the whole company would stand out.
I’ve noticed this occur in other corporations at the same time. A single employee does something distinct, some thing that makes him or her stand out. Often, consumers start out asking for that employee by title. Businesses have to have to become mindful and observant of conditions like this and learn what that employee is executing suitable and allow it to be part of their typical follow. Inside the circumstance from the transportation firm, as an example, the other drivers could be taught to do what Rick does.
I’m sending this posting to Rick. I want him to learn that I value his endeavours for making the shopper practical experience so unique, and what’s additional, I hope he shares it using the management from the transportation business. And if they’re intelligent, they will flip Rick’s ideal practices into common observe.