For years, we've been hearing about how bad airline service
is, but recently a United employee impressed me! I even
bought her a small box of candy from the airport gift shop
to thank her. What did she do that was so impressive?
She listened. She got Mary and myself on the next available
flight, and smiled while she did it.
She did her job with personality, humility, friendliness
and style. She laughed with us, sympathized with our
situation, and took time to get us the best possible
connections. It took her no more than five extra minutes,
but the sense that she cared and that she was doing her
best left a huge impression.
United airlines is a big corporation, with thousands of
employees, and yet this woman in the Seattle airport
clearly valued our business. She treated us as friends; she
treated us with respect, kindness and concern.
I recently heard an ad for a large insurance company,
promising that every call would be answered by a human
being within 60 seconds. It was a powerful ad and it
obviously struck a chord--I remember it out of all the
thousands of ads I've heard recently.
In an age of impersonal business transactions, the human
touch is a uniquely powerful selling idea. That may be a
sad commentary but it is definitely a sound business
proposition. People have always appreciated the human
connection and we are powerfully attracted to those who
respect us.
To give your business or professional practice an
unbeatable edge, answer your own phone. Use your first name
and address customers by their names. Reach out and touch
someone in a warm and friendly manner, and they may become
your customer for life!
is, but recently a United employee impressed me! I even
bought her a small box of candy from the airport gift shop
to thank her. What did she do that was so impressive?
She listened. She got Mary and myself on the next available
flight, and smiled while she did it.
She did her job with personality, humility, friendliness
and style. She laughed with us, sympathized with our
situation, and took time to get us the best possible
connections. It took her no more than five extra minutes,
but the sense that she cared and that she was doing her
best left a huge impression.
United airlines is a big corporation, with thousands of
employees, and yet this woman in the Seattle airport
clearly valued our business. She treated us as friends; she
treated us with respect, kindness and concern.
I recently heard an ad for a large insurance company,
promising that every call would be answered by a human
being within 60 seconds. It was a powerful ad and it
obviously struck a chord--I remember it out of all the
thousands of ads I've heard recently.
In an age of impersonal business transactions, the human
touch is a uniquely powerful selling idea. That may be a
sad commentary but it is definitely a sound business
proposition. People have always appreciated the human
connection and we are powerfully attracted to those who
respect us.
To give your business or professional practice an
unbeatable edge, answer your own phone. Use your first name
and address customers by their names. Reach out and touch
someone in a warm and friendly manner, and they may become
your customer for life!
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