Whether online or offline, people define the personality of the company.
Every once in awhile, someone just does a great job of doing their job, and you realize, that it’s all about rare people who really care about their customers. It’s all about the human touch.
Case in point is this travel story. I’m a stickler for planning, so my trip to Europe was like a moon launch—you know, first flight out in the morning which never gets cancelled, upgrades in place, just enough time to navigate connections. Never a checked bag.
So for the first time in millions of air miles, first flight out has mechanical issues, connections out of NY to Rome would be missed, everything was overbooked… a bad day was inevitable. Changed routing, tenuous connections, no connectivity, Heathrow was unavoidable and bad coach seats were a reality.
American Exec Platinum were efficient but mortal and I ended up with tenuous coach connections too gross to reiterate.
Enter, someone who cares with skills to navigate the technology. So, the Admiral’s Club hostess at LAX, just did it. She grabbed some tickets that guaranteed me getting to Rome, then called her friend in Chicago, over-rid the upgrade system and got the ‘pond crossing section’ upgraded. She then sat on the phone and the second the system allowed it, not only got me on an earlier flight, but upgraded as well.
I asked for her info so I could write a recommendation. She said “ this is my job and glad to help. Have a great holiday and sorry for the inconvenience”. Wanted to shoot her photo for the blog. She wouldn’t allow it.
Make’s me realize that technology is changing our world but people who care whether in front or behind the system make it work. They as well, make the systems they create more humane. And creating companies that can attract these inspiring individuals is what our jobs as executives really are.
Our customers will thank us.
