Make Customer Service Soar


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December 13, 2013 | By Barry Moltz

A lot of people talk about offering great customer service, and this year, the Canadian airline WestJet is probably one of the best examples of that.

They set up screens at a couple of Canadian airports, and passengers told Santa what they wanted for Christmas. Then when their planes took off, the employees got all the gifts, wrapped them, and delivered them on the baggage carousel when the passengers landed.

Forbes says they expected 800,000 views of the video they created, but it’s gotten millions in just few days.

Even though it’s helped the company get good publicity and positive advertising, it’s also helping families and kids by offering free flights through Ronald McDonald House Charities.

The video is actually well-made and touching. You can view it below.

So they’re offering excellent customer service, they’re helping people, and their reputation got a boost.

Have you thought about ways to improve your customer service that will also get people talking? WestJet did something fantastic for their customers, but they also created something that the world is talking about, which leads to more customers and increased sales.

Look at your business and think about a few ways to give your clients and customers something special. It also might be time to rethink your company’s mission, and if you’re really integrating your customers into the plan.

Also, remember to get your employees involved. WestJet spent months planning their Christmas surprise, and the employees seemed excited to participate.

How are you improving your customer service? Let me know.

Republished with author's permission from original post.

Barry Moltz
Barry Moltz Group
Barry Moltz has founded and run small businesses with a great deal of success and failure for more than 15 years. Barry is a nationally recognized expert on entrepreneurship who has given hundreds of presentations to audiences ranging from 2 to 2,. His third book, BAM! Delivering Customer Service in a Self-Service World shows how customer service is the new marketing.


  1. Kudos to West jet! The video itself is not just commercially good but inspiring as well. Giving something for your customer is something we should never ignore. Customer, in business, is the most important individual we have. If we want to have more of it, we should be willing to serve them for joy and not just for money. These individuals would then recommend us and spread the word about our company. Simply, West Jet has showcased a perfect way to return the favor to the customers. 🙂

  2. What a great marketing / publicity idea to gift West Jet passengers presents from “santa”.

    In an era of the internet and global manufacturing, all goods and services are more or less the same. The way spectacular companies (like Zappos and Amazon) stand out is with amazing customer service.

    Using that as our guiding principle at 42Floors, we are improving our customer service by calling each and every one of our leads within 30 minutes of receiving a request!


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