Going The Step Beyond Delivery

In business it’s not always the product or the marketing that initiates a purchasing action. Rather, in some cases, it’s the stories of exceptional customer service.

This morning I awoke to articles of one such story. I am sure you have seen them as well, of a Frontier Airlines pilot who turned a bad situation into something more tolerable for the people on his plane. If you have heard about it, you can read it here.

This is an inspiring story, and there are several things we can take away from this as lessons to apply to our own business.

Watch for the opportunity.

This pilot had his eyes open. He saw an opportunity where his customers were feeling frustrated. Granted, the situation was outside of his control, but he understood how anxious his passengers were getting. He seized an opportunity to respond.

In your business, do you throw … Continue reading