What is "World Class Customer Service?"

?Perhaps this story will help you decide……

A few years ago I was flying from Boston to Orlando before travelling on to the Bahamas for a short vacation, and then onto the UK.

I had just invested in some really expensive luggage as my old suitcases, because of the years of travelling and abuse had seen better days and were on their last legs.

I have to admit I was pretty proud of my new purchase as this was the start of the new era of lightweight luggage with 4 wheels that made travelling so much easier.

So at Boston airport I checked them in and almost waved them goodbye, like new found friends as they departed on the carousel ready to be re-united with me when I arrived in Orlando.

The flight was smooth and uneventful, and the on-board food and service excellent, so I was feeling refreshed and rested on landing. As it was a domestic flight there was none of the challenges of passing through passport control so I strolled carefree to the baggage lounge to pick up my bags and take a taxi to the hotel.

Expectantly I waited by the carousel and soon spotted my suitcases making their way towards me, feeling a sense of relief that they hadn’t been lost in transit and had arrived safely. However, to my absolute horror, as my cases came closer, I was thrown into the travellers worst nightmare, I could see some of my clothes hanging out, almost trying to escape from the sides of my cases.

So after plucking each bag off the carousel and stuffing various items of clothing back through the tears in the cases’ sides, I marched purposely to the airlines complaint desk ready to do battle with whoever was on duty at the time.

To my surprise I was greeted with both sympathy and empathy, the customer service advisor was absolutely excellent. She apologised for the inconvenience caused, re-assured me that she would sort everything out to my satisfaction and commenced by taking various details from me, such as my itinerary for the next few days.

Once this was done, she advised me that she would organise, temporary replacement suitcases to be sent to the hotel where I was staying in town, she also said that when I returned from my trip to the Bahamas there would be brand new suitcases of the same make and model as my damaged ones, awaiting me at my hotel ready for my trip to the UK. Finally she gave me her contact details, should I have any problems or questions to ask in the future.

I left the desk feeling happy but still a little apprehensive that all would go as smoothly as she had told me, and went in search of a taxi to take me to my hotel.

On arrival at the hotel’s reception, armed with my passport, reservation details and of course damaged suitcases, I was pleasantly surprised to be told, “Ah Mr Gladwish, we have had a delivery for you” and promptly the concierge appeared with the temporary replacement suitcases that he took to my room and told me just to call down to reception when I was ready and he would pick up and dispose of the damaged ones.

So far so good I was thinking as I transferred my clothes from suitcase to suitcase ready form my trip the next day. 

Well my trip to the Bahamas was amazing, great weather and friendly people, golf, tennis, snorkelling and re-charging my batteries on white sandy beaches eating delicious food and drinking copious amounts of alcohol. But as they say “All good things come to an end” and I was once again walking through the hotel doors and up to the reception desk.

Once again on checking in I was advised that there had been a delivery for me and the same concierge appeared with my brand new suitcases in hand ready to take to my room. Now you may think my tale will come to an end but this is where it becomes interesting.

I was about to transfer my clothes from the old cases to brand new when I realised that there were no keys to lock them, I called my contact at the airlines but unfortunately she said that she wouldn’t be able to get me any keys until the following day, which unfortunately was no good for me as I was flying out the early hours of the next morning.

So I went down to the hotel’s reception, empty suitcases in hand and asked where the nearest luggage shop was and was told that it was in Florida Mall about 10 blocks away but I would have to hurry as it was nearing closing time.

I grabbed a taxi and set off as quickly as I could, and luckily traffic wasn’t too bad and soon found myself running through the mall, toting two empty suitcases until I came to the shop I wanted. Unfortunately it was just closing and the lights were being turned off and the alarm being set.

I tapped on the door to draw attention and luckily enough a young shop assistant of around 18 years old came to the door and I was able to explain my predicament, but with every word spoken, I wasn’t holding out for much hope to solve my problem.

However to my surprise, the young man said, “Don’t worry Sir, let me see if I can help” as he flicked back on the lights, grabbed my cases and strode purposely down the main aisle of the shop. He then proceeded to search out bags and suitcases of the same make as my new ones, trying different sets of keys.

His labours didn’t go unrewarded and after 45 minutes the “Eureka Moment” happened and he found two sets of keys that matched. His smile said it all and we walked back to the cash desk together leaving a trail of tested suitcases behind us. I offered to help him tidy up a little, but he would have none of it, and after looking through a catalogue turned to me and said apologetically, “I’m sorry sir but I will have to charge you $2.45 for each set of keys”.

I tried to press a $20.00 not in his hand but he wouldn’t accept it, even when I told him he had gone above and beyond any expectations I had. He just smiled at my attempts and said , “It’s all part of the service, Sir”.

So what do you think now? Who provided the best service, the airline, the hotel’s staff, or the young shop assistant? I will leave you to decide……………………………..