Hello everyone, this is Scotty with another story of Spectacular Service.
How do you take good customer service to great customer service? Well let me tell you how Southwest Airlines does it.
They relentlessly try to exceed our customers’ expectations and let me give you a specific example. Last week I was flying home from Baltimore and I snapped a couple pictures of the Southwest Airline plane that I was going to board.
A few tweets later I received a message from Anna saying, “Thank you for the loyalty and the tweets here are 5,000 points to use as you see fit”. Now as a new speaker in this customer service arena with a tight budget 5,000 points to me was huge!
I immediately booked a Southwest flight to the CCW event in Nashville in January so whether it's an extra bag of snacks on the airplane or the full can of soda instead of a small glass. Or if you're creating a random act of kindness by going above and beyond and exceeding a client's expectations, you will see a measured increase in your client loyalty and their client retention.
Thank you, Anna and the entire Southwest Airlines team, for delivering spectacular customer service tune in next time as I find and shared more examples of Spectacular Service.