Going the Extra Mile
After taking my boarding ticket, the United Airlines gate agent in Denver asked me if I was traveling alone. A bit puzzled, I said “Yes”.
“I noticed you have a middle seat (I’m not sure how that happened, as I always request aisle) and thought you might like an aisle or window,” she replied with a smile.
I’ve traveled a lot over the years and that’s the first time an agent – let alone someone at the gate -- has offered me a better seat without my asking for it.
Think of how rarely you’ve had a clerk, service professional, or even business owner, offer you something helpful without your having to ask. When it happens, think of the impression it makes.
How about talking with your service team about going the extra mile, about anticipating what the customer might want or need?
Doing this simple thing will set you apart from your competition.
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Actually, since Hannaford started selling the Portland trash bags at the register only (not available in the aisle), I have a tendency to forget I need them by the time I've reached the check-out (and my list is put away, too).
Yesterday, the clerk asked me if I needed any Portland trash bags today. I didn't, but I said thanks for mentioning it because I often forget I need them once I'm at the register.
I felt it was necessary to say thanks, because for this guy, it's probably really dull to ask 100 people a day the same question, but it could save me a trip back into the store.
Posted by
November 2, 2005 03:42 PM
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