A couple of weeks ago I was on my way to Ontario California to spend few days in La Quinta with my friends. Little did I know that I would be stuck in the BNA airport Nashville TN for almost 7 hours. I boarded my Southwest flight to Ontario and I was ready to meet my girlfriends in sunny California.
The plane was preparing for a take off and then suddenly I heard a strange noise! I knew we hit something. Was it a cart, a bird or what?
The flight attendant flew across the aisle and hit her body against the doorway. The other flight kept joking saying, “we hit the bird”. I was quite surprised to discover that the plane had a technical problem and we could not leave until the replacement part arrived all the way from Chicago, as they announced to us with a big smile on their face! I was VERY thrilled to know that I would miss my flights and arrive to California very late.
I was very anxious and frustrated first, but then, I had a thought, “Southwest airlines can handle it…they have the best customer service!”
And yes they do. During my wonderful 7 hours in the airport, they changed my flights, arranged my connecting flights without panic, but with a big smile on their face! They gave travel vouchers and delivered lunch-pizza! Who does not love pizza- our universal airport food!
I could have become very frustrated or even angry, but in the lounge I met amazing people! The waiting area became a community. People started talking, connecting, sharing their life and who they are! Some folks even celebrated their birthday while waiting for our flight with a glass of wine! Life was moving on. We looked at it as a blessing to meet new people, get to know what they really love and want in life! We looked at it as an opportunity to say thank you to Southwest airlines management for taking care of us and protecting us!
But Southwest airlines kept on serving us with a big smile and a lot of patience! They could have said “Forget it.. Too many people to take care of !”
When thinking what Southwest airlines mission is about, I see the company with an amazing customer service! They are not just an airline company, they provide the simplicity in the way we fly. Less stress. More fun. Great service!
On Southwest website it says, “We like to think of ourselves as a Customer Service company that happens to fly airplanes (on schedule, with personality and perks along the way)”
The PR lesson: Know your mission. Know your customers. Deliver what you promised. Serve the public. Your brand will be much stronger!
Despite the fact that we had a technical issue, I will keep flying Southwest airlines. They established the most important factor in running a multimillion dollar company- TRUST.
Tell me what you consider to be the most important element in running a successful business.
Tatyana Gann
Tatyana Gann is the founder of Smokin’ Hot PR Ezine and SmokinHotPR Boutique, providing publicity, online PR services and even private VIP consulting. Tatyana Gann is ready to bring you publicity tips, advice and PR services to help you gain more raving fans for your business and create smokin’ hot publicity! She has the simple formula for creating a publicity plan that brings results! Grab your FREE publicity weekly advice at: http://www.smokinhotpr.com/
7 hours delay is a long time. But as you said life marches on. Glad they treated you right, and that you had fun. I’ve had excellent service with Southwest Air
Well, I’m catching a flight from L.A. to New York tomorrow, and this entire trip I’ve been thinking about how customer service has become the last priority for most airlines… it’s more about how they can save money, do less with less. So, it’s great to hear this about Southwest. Funny how even a delay or a glitch can turn into a party IF someone cares enough to make it so.
Yes Nancy it is about understanding what the true mission of your business. For them is the customer service. They deliver what they promised in their PR and marketing- excellent customer service. They are more than a company that flies planes. They are company for people..
They have built a huge following on Twitter check it out http://www.Twitter.com/SouthwestAir
Amazing what results we can have once we focus on our true mission!
Thank you Nancy!
Tatyana