2009 Archives

I saw this terrific story about Southwest Airlines' Louis Begin on San Francisco Chronicle writer Peter Hartlaub's blog, The Poop. Here's an excerpt:

"I hesitate to write nice things about big corporations on this blog. Readers will assume I'm in bed with an advertiser, and I'm guaranteed at least 12 comments from people who insist that Southwest's airplanes are all made by small children in sweatshops in China. I've factored all of that in when I say, without hesitation, that Southwest Airlines rules. They will get my business for a long time, if for no other reason that they hired a guy named Louis Begin -- the Sherlock Holmes of the airline industry lost and found....

During a recent trip to Utah with my wife and kids, my 4-year-old son lost his little blue backpack.... It was a bit of a shock last week when out of the blue, two weeks after our trip, Louis Begin called my wife at our home. This employee managed to track us down [to return the backpack] -- even though there wasn't a scrap of identification in the bag."

Read the full story at The Poop.

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Posted by Ginger Conlon; Excerpt of "My son's lost backpack, or why I'll be flying Southwest from now on" by Peter Hartlaub

Posted at 2:22 PM | Permalink | Comments (0) | TrackBacks (0)

On a recent trip I had the pleasure of meeting Becca, a night desk clerk at the Holiday Inn in Gainesville, GA, who provided the best customer service I have ever seen. She was on the desk alone, and very busy, manning 3 telephone lines and multiple customers. She kept all of these "balls in the air" with grace, never once losing her composure. She stayed cheerful, polite, and helpful, while switching gears between telephone and desk customers.

Continue reading "Holiday Inn's Becca: Unstoppable and Unflappable" »

Posted at 2:20 PM | Permalink | Comments (0) | TrackBacks (0)

Tonji joined the Ryla team in December 2008. Since then she has truly set the standard for what a Ryla employee should be. Her attendance record is flawless, she does the job the way she was trained, and she always has a cheerful and positive outlook. Not only does she provide excellent customer service to the customers, she also meets all her Key Performance Indicators (KPIs). Tonji takes all her assignments as learning opportunities and never gets discouraged when challenging requirements come her way; instead, she always remains positive and happy. She was recently selected as the company's September MVP.

Tonji is well informed about her job and is always willing to assist others. She is a great asset to Ryla and an excellent customer service agent to recognize during National Customer Service Week.

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Recognized by Todd Camp, team manager

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I recently had the pleasure of interacting with a fantastic customer service representative at Baudville. Her name is Cara. She did a seemingly small thing for me, but she did it in a big way...and she represented her company extremely well!

Baudville asked me if I would like to share my story with you, and I am absolutely delighted to do so. (Please see my letter below.)

May the world someday be filled with Caras!!!

Continue reading "Cara of Baudville: Exceeding Expectations While Delivering on Promises" »

Posted at 4:05 PM | Permalink | Comments (0) | TrackBacks (0)

I want to recognize staff member Tom Spangler, a bartender at our golf club house. Although all our staff at Lakewoods Resort is customer oriented, the following is only one example of why he is a champion. Arriving for work, he overheard the group leaders of an outing say, due to high business levels, they skipped the planned breakfast to set up for their event. Tom proceeded to travel back to our main kitchen to procure breakfast ingredients he then prepared for them on the club house lunch grill. The customers were able to set up for the event and get something more than a sweet roll and coffee for breakfast. Needless to say, they were more than impressed as a business and a customer and are using this example in their own customer service training.

Observant, caring, and understanding of the needs for our customers is why Tom is a service champion in our business.

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Recognized by P.C. Rasmussen, Lakewoods Resort

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Our crew members at A-Mrazek Moving Systems. No matter what the elements are (rain, snow, extreme heat) they arrive each morning, on time, never complaining about working late the night before, ready to exceed our customers expectations. It's not about a paycheck, they truly want to make a difference.

Visiting with them before they depart for their daily assignments unleashes an energy within me, encouraging me to aim higher, grow stronger, and strive for more. Our van operators and frontline performers are my champions.

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Recognized by Jennifer Paule, CRTS

Posted at 9:48 AM | Permalink | Comments (0) | TrackBacks (0)

Although it's been a really long time since it happened, I still remember (and sing the praises of) the Hertz people who drove me across town and waited for me at the DMV to make it possible for me to see my family when they could have just put me back on a flight and sent me home. I have really great things to say about the DMV people, too -- a group not ordinarily known for particularly good customer service. Full details (because they deserve to have you know everything they went through to help me) at "When a Major Delay = Fabulous Service ". I still cry rereading about my own experience.

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Recognized by Jennifer Paule, CRTS

Posted at 9:43 AM | Permalink | Comments (0) | TrackBacks (0)

ReloMary is a LinkedIn icon. An excerpt from her profile:

"To put it in a nutshell for you, this work that I love~

Moving. Wow!
New LIFE!
The process? Ugh.
Realtors, Lenders, Movers, Utilities...
Hooray! ReloMary handles everything!"

ReloMary is well-known for her attention to client needs. I'd recommend her to anyone who needs the types of service she provides!

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Recognized by Mark D. Hughes

Posted at 4:43 PM | Permalink | Comments (0) | TrackBacks (0)

Danielle Mulcahey is part of my agent team at Midwest Contact Center, a Navitor Company. In her role, Danielle works closely with customers to develop and create personalized business products. She is also a full-time student at Minnesota State University-Mankato and pursuing a degree in teaching.

As a valued member of the Midwest Contact Center team, Danielle has the passion and drive it requires to serve our customer base in a manner that is professional and efficient. She is recognized for her consistency in serving both internal and external customers. She enthusiastically subscribes to the organization's customer service methodologies. And, she often takes the initiative to further her own knowledge of the company's products, technology, and systems by proactively asking questions. Above all, Danielle has a sincere interest in creating the best possible experience in all of her phone interactions with customers -- a star quality that the organization appreciates and admires.

Continue reading "Danielle Mulcahey: A Pro at Being Proactive" »

Posted at 12:57 PM | Permalink | Comments (0) | TrackBacks (0)

I have been using Shim's cleaners for about three years now. I use them for all of my tailor and dry cleaning needs and have recommended them because of the great work they do in both of these areas. In addition to great craftsmanship they also are very courteous to me and the other customers I see come into their shop. I even have my own personal laundry bag that they have given me. In most instances while I am paying Mrs. Shim, Mr. Shim is usually at the door (if they are not too busy) waiting to help me to my car.

Continue reading "The Shims: Customer Satisfaction Is Top Priority " »

Posted at 4:28 PM | Permalink | Comments (1) | TrackBacks (0)

This year, 1to1 Magazine's Customer Champion photo shoot was held at Grand Central Terminal. In addition to the shoot, the 1to1 Customer Champions - along with some members of the 1to1 Media staff - were treated to a behind-the-scenes tour of Grand Central by Dan Brucker, media relations officer for Metro-North Railroad. Dan was also our primary contact for the coordination of the photo shoot at the world's busiest train terminal.

Continue reading "Dan Brucker: Keeping Service on Track" »

Posted at 4:55 PM | Permalink | Comments (0) | TrackBacks (0)

Rajan Sodhi, PEER 1's vice president of marketing and communications, constantly thinks outside of the box to build strong relationships with PEER 1 customers. He lives by the philosophy of "making the customer the star," and develops unique ways to showcase the great things PEER 1's customers are doing. For example, Rajan has directed videos about successful customers and regularly spotlights customers on the company blogs.

Continue reading "Rajan Sodhi: Thinking Outside the Box" »

Posted at 4:37 PM | Permalink | Comments (1) | TrackBacks (0)

In October, my parents ended their relationship with their bank and started banking with Dollar Bank, a regional operation in Pittsburgh and Cleveland metropolitan areas that has been in business since 1855. From my parents' accounts, the branch operations administrator Noreen Dirling takes great care of her customers.

Continue reading "Noreen Dirling: Banking on Service" »

Posted at 4:28 PM | Permalink | Comments (0) | TrackBacks (0)

I recently stayed at a Hilton Garden Inn during a trip to Atlanta. When I walked over to the desk in my room to set down my computer, I noticed a note on the HGI pad on the desk. At first I thought it was a note written by the previous guest, but not thrown away. When I read, though, I realized it was for me from the housekeeping staff member who prepared my room that day. The note said, "The road to success is always under construction." It was signed, "Rosaria." I smiled and tucked the note in the folder I uses as my "mobile office."

Continue reading "Rosaria of the Hilton Garden Inn: Suite Service" »

Posted at 4:25 PM | Permalink | Comments (0) | TrackBacks (0)

Program Director Don Craney is my customer liaison at NetSuite, in San Mateo, CA. Since day one Don has worked tirelessly to ensure the successful implementation, management, and growth of his product within my organization. All anyone can ask for from a relationship manager is to be accessible, cordial, timely, and knowledgeable and Don exceeds expectations on all levels. Don's true talent lies in his ability to acquire appropriate resources, load-balance and explain production timelines - without giving any "fairy-tale" scenarios. As a project manager this proves invaluable to my organization. We've gone from being in disarray to a staunch supporter, thanks to Don.

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Recognized by a 1to1 reader

Posted at 4:17 PM | Permalink | Comments (2) | TrackBacks (0)

Janaya Jane, a sales Associate for Ann Taylor Loft in Darien, CT, helped me select several spring outfits, making it easy and enjoyable. She anticipated my needs and exceeded my expectations. This is an experience that I have had many times in Ann Taylor Loft and is clearly part of their culture.

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Recognized by Marji Chimes

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Kristie Foster, owner of KrisTEE's in Astoria, NY, has two ways she engages her customers. One is in her retail shop, of course. She welcomes every customer and lets them know she's there if they need assistance--the implication being that she won't be hovering over them, as is the case in many upscale boutiques. If a customer takes extra time to look at a specific item, she'll tell her about it: designer, size/color options, what it looks good with, etc. Her approach is helpful without being intrusive. If something looks good on you, she says so; but unlike retailers just angling for the next sale, if it doesn't, she says so and offers to find something that better suits you among similar options.

Continue reading "Kristie Foster: Mastering the Personal Touch" »

Posted at 4:12 PM | Permalink | Comments (0) | TrackBacks (0)

Tony, owner of Martinizing Dry Cleaning in Westchester, OH, has been in business for almost two years and it is a pleasure each time I visit his store. He always greets me by name, asks about my husband (by name), and always has a pleasant smile and happy demeanor to welcome each customer. On occasion, Tony has even carried my dry cleaning to my car for me.

Continue reading "Tony of Martinizing Dry Cleaning: Making Customers Feel Welcome" »

Posted at 2:58 PM | Permalink | Comments (0) | TrackBacks (0)

Anita Baude, owner of Primrose School of Leawood in Leawood, KS, strives to make her school much more than a daycare. Her business has two distinct sets of customers. The children need to feel safe and be motivated to learn. Parents want to know that a child is safe and well-cared for.

Anita creates an environment that cares for both groups. She does this through active coaching of employees. She has shaped a safe haven for children to develop socially and educationally. I admire her ability to consistently handle what could easily become chaos in a calm and pleasant matter.

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Recognized by Nickolas Skelton

Posted at 2:56 PM | Permalink | Comments (0) | TrackBacks (0)

Anthony Rentas, a personal trainer with 24 Hour Fitness in Pembroke Pines, FL, has helped me achieve personal fitness goals that I have been unable to achieve on my own. He challenges me, yet safeguards me from injury. I owe my success to his professionalism and knowledge. He has changed my life.

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Recognized by Barbara Riley

Posted at 2:52 PM | Permalink | Comments (0) | TrackBacks (0)

Every time you walk in, Anke, the receptionist at Avon Mitri - Optometrist in Johannesburg, South Africa, is able to assist you, and does an excellent job of adjusting glasses to boot! Refreshingly helpful...

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Recognized by Claire Eksteen

Posted at 2:50 PM | Permalink | Comments (0) | TrackBacks (0)

We had just moved to Stillwater, OK, and my daughter became very ill. We had no doctor in town yet so I went to the pharmacy. Alan, owner of Alan's Pharmacy, loaded me up with all kinds of samples and recommended a wonderful doctor. He even called the next day to see how my daughter was feeling and if I needed anything else he would go in and open the pharmacy to get it for me.

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Recognized by Jeanne Westbrook

Posted at 2:46 PM | Permalink | Comments (0) | TrackBacks (0)

I have now purchased my third vehicle from Paul Brauer, a sales representative at Saturn of Roswell (Georgia). He remembers my name every time I walk in either to buy a car or simply have it maintenanced. Not only the recognition of my name, but he remembers what I was up to the last time that we talked.

When I purchased my second car from him, it was just before my birthday so he made sure to have my car (that had come straight from the plant ready for me) front and center in the show room complete with balloons. I have moved further away from the dealership since I first started working with him, but will drive the extra miles just to go see him. Thank you, Paul!

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Recognized by Alyssa Vantuyl

Posted at 2:39 PM | Permalink | Comments (0) | TrackBacks (0)

Applebee's bartender Kate, in El Cajon, CA, always has a smile, always gets the order right; when I sit down she know what I want to drink, and when my food comes she always makes sure it is perfect. She has treated my wife and I like a King and Queen. She should teach others what customer service means.

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Recognized by Les Ford

Posted at 2:36 PM | Permalink | Comments (0) | TrackBacks (0)

Owner of Cyclepath Bicycles in Pleasanton, CA, Joel Davis finds success by focusing on the customer and investing in the local cycling community. Joel's actions tell you he is far more interested in creating the best cycling experience for his customers. If in the process he is able to complete a sale, great. He sponsors weekly rides, participating himself. During the weekly rides, Joel's focus is to create a challenging, enjoyable experience, but always "watching over" newbies. Joel exemplifies the notion of an Everyday Customer Champion.

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Recognized by Kirby Drysen

Posted at 2:29 PM | Permalink | Comments (0) | TrackBacks (0)

I purchased my first car recently and Saturn appealed to me because of their no-haggle price policy. What surprised me, however, was that Gary LaPointe, the finance manager of Saturn of Berlin, in Berlin, CT, didn't try to sell me anything extra after I agreed to buy the car. He didn't try to sell me on an extended warranty, and very honestly explained the downsides to each of the additional coverages I could purchase, not expecting me to sign up for any of them.

Continue reading "Gary LaPointe: The Soft Sell Pays Off" »

Posted at 2:26 PM | Permalink | Comments (0) | TrackBacks (0)

Jimmy, of FedEx in Boston, delivers packages (not with Fedex Home) to my home and he is amazingly friendly. But one time, my husband and I were waiting for a package so we could travel internationally and the package was sent two-day instead of one-day, so we were nervous because we had to fly overseas on the second day.

We asked Jimmy about the package and he gave us his personal cell phone and told us to call him at 7am the next day and he'd see if the package was in his delivery route and let us know the status.

Continue reading "Jimmy from FedEx: Service That Really Delivers" »

Posted at 2:23 PM | Permalink | Comments (0) | TrackBacks (0)

Peggy Harris' fashion sense and her desire to provide great clothes that will make women feel beautiful when they wear them, and combined with her awesome prices, make Glamor Girls in El Cajon, CA, a one-of-a-kind boutique. She works with each customer to help them discover what makes them feel and look special. She also puts on great fashion shows as fundraisers for community organizations. Great lady, great smile, a great place to shop!

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Recognized by Sherry Casper

Posted at 2:19 PM | Permalink | Comments (0) | TrackBacks (0)

Alexandra Bueno, the front office manager here at the JW Marriott Rio de Janeiro, is highly focused on our guests' satisfaction. She always goes above and beyond to meet their expectations. She has a special way, not only to treat external customers, but also her employees, making them feel welcomed with her large smile. Thank you, Alexandra for your great job and commitment.

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Recognized by Rossana Spena

Posted at 2:15 PM | Permalink | Comments (0) | TrackBacks (0)

I had a knotty set of problems with billing issues including a credit which resulted in double billing of services. Deb Barker, a Quality Control Specialist for GES Exposition Services in Las Vegas, worked through all the details and provided timely and excellent follow up by phone and email. She finished off my problems by walking through the credit paperwork to affect a credit on my bill in time for me to make my credit card payment...and not irritate my husband! Deb was professional, thorough, and tenacious.

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Recognized by Linda Labarre

Posted at 1:53 PM | Permalink | Comments (0) | TrackBacks (0)

Kathy Phillipo and I work as a true team at Artco in Canton, MA, she as CSR and me in sales. My clients value her opinions, diligence, and caring attitude. One of my clients did a project with another company and said about that CSR "there is nothing warm about her." Although she didn't say in comparison to Kathy, that is what she meant. Kathy goes to bat for the clients and takes ownership of their projects. She discusses every aspect and potential "disaster" that can happen with a project. My clients respect her knowledge and meticulous attention to every detail.

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Recognized by Barbara Smith

Posted at 11:30 AM | Permalink | Comments (0) | TrackBacks (0)

I was organizing a baby shower for a coworker who had registered with Babies 'R' Us. We decided to purchase the crib set she had picked out but, after calling several locations, none of them had it in stock and their computer system indicated it was being discontinued. Sheila at the Brookfield, WI, location took my name and number, telling me that you never know what will be coming in the truck later that week.

Continue reading "Sheila at Babies 'R Us: Follow up When It Mattered Most" »

Posted at 11:24 AM | Permalink | Comments (0) | TrackBacks (0)

Kelly Neely, director of handicapping for the Oregon Golf Association in Woodburn, OR, has worked hard over 14 years to always put the customer first while at the same time ensuring the integrity of the USGA Handicap System...a job that often requires her to be "the police" on the rules. Despite the need to be tough, all our customers know that she is the best person to provide them the answers they need and that the answers will come promptly. She is a diverse, creative individual who "thinks outside the box" and in the process has become one of the most respected individuals in her position in the country among her peers.

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Recognized by Eric Yaillen

Posted at 11:18 AM | Permalink | Comments (0) | TrackBacks (0)

Mark Rogers, of Your Performance Matters in New Berlin, WI, is an exceptional speaker providing seemingly effortless motivation. He gives me the information I need to do my job to the best of my ability. He is always an email away and I am so thankful for him.

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Recognized by Andrea Jameson

Posted at 11:11 AM | Permalink | Comments (0) | TrackBacks (0)

Pat Brennan, manager of Wollensky's Grill in New York, is the consummate host and exemplifies one of the tenets of true one-to-one: Relationships are everything. He has a warm smile for everyone who comes in and a hearty thank-you for everyone as they leave. If he knows you, be prepared to have your hand pumped and be briefly grilled on what's new and how you are. It's not glad-handing; Brennan's face exudes interest and sincerity.

Continue reading "Pat Brennan: Customer Service Is All Business" »

Posted at 10:59 AM | Permalink | Comments (0) | TrackBacks (0)