The Little Details Make All the Difference
Last week, I was the wrap-up keynote speaker in five different cities in B.C. with the Canada Life Road Show. During this time, I had the opportunity to fly with two different airlines, one of which was Harbour Air.
When I travelled between Vancouver and Victoria, I chose to fly with Harbour Air. Although I have flown with them before, it has been a number of years since my last flight with them. As I walked up from the underground parking area, I became confused about how to get to the Harbour Air terminal. Then I noticed a Harbour Air employee who was pushing a dolly and asked him for help. He told me the construction and signage had changed as of yesterday so he could understand why that was confusing.
He not only opened the door of the complex, he was also very keen to open it for me to walk through. Inside, the check-in staff were also extremely personable and welcoming. I was amazed by the high level of customer service offered throughout the entire process.
On my return flight, the waiting area in Victoria had a snack station with self-service coffee and a vast selection of teas. There was also a large bowl of fruit for passengers to enjoy. This experience made my journey to and from Vancouver very pleasurable.
What I discovered during this entire road show was that the level of service at hotels, restaurants and airlines seems to have improved dramatically over the past few years. I am glad to see businesses are recognizing and training staff to provide top-level service to their customers. Customer service and retention are what I share in my book – Lift Strategies.
The benefits of outstanding service are great, translating into repeat business and word-of-mouth referrals. If you want to focus on customer retention, then consider signing up for my Virtual Marketing program. Find out what others have said about it.