In a break from my normal musings, I’m offering some thoughts about my recent trip to Santiago Chile. As well all know, air travel has become among the most irritating, time wasting, and irrational things an executive can do. Yet, in spite of all the technology we carry around with us, nothing beats actual physical presence for many things, most importantly creating and maintaining excellent relationships. So, many of us spend too much time in airplanes.
I’ve found that Air Canada has nice airplanes and even nicer people so have been using them for my travels to South America. It’s out of the way a bit for me but I figure it’s worth it. Just goes to show, make it worthwhile and people will go out of their way to patronize you.
On my recent trip to Santiago, Air Canada exemplified the kind of customer service culture we all dream about. A problem dealth with without the need for any mention. A preactive approach to leaving customers with the warm glow that comes from feeling appreciated and well taken care of. A culture that assumes employees are exceptional people who wil do the right thing…and gives them the freedom to take initiaive and offer monetary reward without needing to clear it through the hierarchy.
To my mind, a minor problem occurred on my flight. My seat video screen was not working. Minor to me because I rarely watch anything when flying since I have plenty of reading I am behind on. And so, I ignored the whole problem…for 11 hours.
As we began to prepare for landing, suddenly the flight attendant was at my seat. She handed me a card on which she had filled in my seat number and flight information. She told me to visit the website listed, enter my information and the special code number on the card, and Air Canada would take care of me for the defective video screen.
I was amazed. I have had similar problems before on other airlines and have never been offered anything. Sometimes not even an apology.
What did I receive? After going to the website and filling out the form I immediately received an email with a special code on it giving me a 5% discount on any Air Canada flight sometime in the next 12 months. How nice.
No asking, no complaining, just something offered for a problem of theirs. Now that’s great customer service.
Will I share this story widely? Yes.
Will I keep them at the top of my list to fly when they are a choice? Yes?
Do I wonder why they have won the award for Best Airline in North America four years in a row? Not at all.
