Servicing Your Customers. Four Different Mindsets (4 of 4)

I am a frequent Continental flyer and enjoy flying with them and the service I receive. Last night, I booked a round trip flight for my son using their online service, which I use quite often. I find www.continental.com to be an easy site to navigate to quickly book my flights.

When logging on to their site this evening, I noticed the price for the identical flight was much cheaper. I called the elite desk line and got Buzz Savage, their pleasant helpdesk manager, on the phone. He explained that the rule states that in order to rebook the flight at the different rate I must make the change exactly within 24 hours of booking the original fair. Although I had passed the 24-hour mark, he will make the necessary adjustment and take care of me.

It was a great pleasure to talk with Buzz and hear his story. He retired quite a few years ago and decided to go back to work. Sitting in his family room where he now works daily, all customers’ calls are directed right to his home phone. He said he loves his job, and Continental takes great care of him. I asked him what is one of the greatest attributes about the company that most people do not know. He said, the focus of everyone in the company to service the customers and make it a great place. He then proceeded to tell me that even though he is already working remotely from home, they are working on the technology to soon allow him to work remotely from anywhere in the world.

These four most recent blog posts illustrate four different companies with four different mindsets of servicing their customers. Which company would you want to do business with and which company most resembles your organization?