3-1-18 Training employees to genuinely connect with customers is a great way to build your business

Rich and I recently took a short trip to Mexico with a planned stopover in Los Angeles to visit with family before coming back to Whidbey. We had an experience with Alaska Airlines that I have shared with just about everyone I have talked with since we returned.

Taxiing out of the airport in Puerto Vallarta for the trip to Los Angeles, Rich became ill and was escorted to the front of the plane where he briefly passed out.  Flight attendants and a medical person who was on board came to his aid, giving him oxygen and talking to him. They all made an effort to comfort me (as well as him).

In the midst of this trauma a man from Alaska Airlines who was a “Customer Service Lead” came on the plane, gave me his card, and told me he would take care of our luggage, and in a very sincere way told me to call him when I knew what was happening with my husband. He assured me he would take care of our luggage and could arrange another flight when we were able to fly.

An ambulance was called and Rich (with me in the front seat) and I were transported to a local hospital. At the hospital (which was a modern, excellent hospital), he went through two hours of testing and checking before they pronounced him fine (it was food poisoning and dehydration).

I called the man from Alaska. He was genuinely happy with the news and got us the last two seats on a 5:30 p.m. flight the next day. He told us to meet him at the check in desk for Alaska. When we arrived at the desk, he quickly came out to meet us, gave me the tickets for our flight the next day and our luggage, helped us get a hotel that had arrangements with Alaska and gave us a voucher for the taxi to take us there. There was another customer service person who also helped with what was needed at the time of the incident and the next day when we returned to check in.

Other than not knowing what was wrong with Rich, the whole experience was peaceful and pleasurable. I was impressed not only with how the situation was handled, but with the kind, honest way Alaska staff worked with us. It’s my belief that Alaska makes a point of training their employees to be this way.

It’s also my belief that all employers need to get the same message of customer care to their employees. Every business will do better if good customer care is part of the customer experience.