Monday, April 23, 2012

Customer delight

How far would you go to serve your customers? This is one real story that sets the benchmarks of great customer service...

A man was en route from a business trip in L.A. to his daughter’s home in Denver to see his three-year-old grandson for the last time. The boy, beaten into a coma by his mother’s live-in boyfriend, was being taken off of life support at 9 p.m. that evening so his organs could be used to save other lives.

The man’s wife called Southwest to arrange the last-minute flight and explained the emergency situation. Unfortunately, the man was held up by L.A. traffic and long lines at LAX and didn’t make it to the gate on time.

When he finally made it there 12 minutes after the plane was scheduled to leave, he was shocked to find the pilot waiting for him. He thanked the pilot profusely, and the pilot said, “They can’t go anywhere without me, and I wasn’t going anywhere without you. Now relax. We’ll get you there. And again, I’m so sorry."

You can read more such true stories here: