Responding to customer problems is always a good sign of a truly customer focused business, and here’s a great example of a business that did just that and really created customer delight!
When 6-year-old Owen Lake lost his little stuffed tiger, Hobbes, at Tampa International Airport, he was obviously very, very worried. His mum Amanda quickly called the airport hoping someone had spotted his little friend and waited with nervous anticipation.
Within an hour of landing at their destination, the airport staff reported that not only had Hobbes been found safe and sound, but they could assure Owen that he was having a real fun adventure and there were photos to prove it!
Tony D’Aiuto, the airport operations centre manager had taken Hobbes on a journey all over the airport and took some great photos to prove it! They show Hobbes having some ice cream, helping out in traffic control, and meeting lots of new friends too!
As well as loading the photos onto their Facebook page, the team created a lovely album for Owen and he was given this when he and Hobbes were reunited last week!
Amanda told the Tampa Bay Times she was in tears when she saw the book the airport made for Owen. “Owen really loves him. He’s special, and we are so thankful for the airport and what they did,” she said.
Owen Receiving His Album
It’s not dissimilar to the great story about Ritz Carlton Hotels and Joshie The Giraffe, but it really is a great example of Customer Delight – employees creating a truly ‘remarkable’ customer experience that makes customers feel valued and results in them telling others! It’s also about employees being ‘allowed’, encouraged and ‘empowered’ to do such a thing! Are yours?
Want more ideas on customer delight and how to make it work for your business? Click here for a FREE page e-book on Customer Delight As Competitive Advantage!
