The "Friendly Skies" Are Back

Long lines, deteriorating service, flight attendants grabbing a beer and pulling the emergency exit handle to slide out onto the tarmac are part of our vision of airlines these days.

However, I had an experience last week that was truly amazing in this day and age.

My wife and I were flying on United from LAX to New Orleans for a business conference.  Before we were about to land, Rebecca, the flight attendant, handed me a business card from the Captain.  His name is Patrick Fletcher.  On the back of Captain Fletcher’s card was a handwritten note that said:

Flight 139, January 19, 2011

Mr. and Mrs. Misner,

It’s great to have you both with us today – Welcome!  I hope you have a great visit to New Orleans – we really appreciate your business!

Sincerely,

Pat Fletcher

Rebecca (who was a great flight attendant, by the way), told me the Captain wrote these notes to everyone who was a member of their premier level frequent flier club as well as all the 1st class passengers.  On this day, that was around 12 people.   She said he is great to fly with because he really treats the passengers AND the crew very well, mentioning that he had brought scones to all of them that morning.

I fly A LOT.  In the last 20 years, I’ve probably traveled on over 800 flights all around the world.  In that time, I’ve never received a personal note from the Captain.

Entrepreneurs and major corporations alike can learn from this story.  Personal service that goes above and beyond the call of duty, can generate great word of mouth.

Captain Fletcher – my hat’s off to you.  Well done.  I think this is a great example of how one person in a really large company can make a difference in a customer’s attitude.  Your note was creative and appreciated.  I hope to be flying with you again.

In the comments section below, please share with me a great customer service experience you have had and how it has impacted your conversation about that company with others.

2 thoughts on “The "Friendly Skies" Are Back

  1. I couldn’t agree more! I had an experience on holiday where I got short exchanged. Just form word of mouth, most people I have spoken to who visited the same destination avoid this hotel. Word of mouth is such a powerful marketing tool and can provide astonishing results.
    Paul

  2. Ivan, thank you for sharing an excellent example of someone providing Exceptional Care to you and Beth. This is the shift we hope to see more of as the paradigm shifts to providing Exceptional Care to Your Valued Client.

    Bob

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