Kevin Eikenberry is a recognized world expert on leadership development and learning and is the Chief Potential Officer of The Kevin Eikenberry Group. He has spent over 30 years helping organizations across North America, and leaders from around the world, on leadership, learning, teams and teamwork, communication and more.
Twice he has been named by Inc.com as one of the Top 100 Leadership and Management Experts in the World and 100 Great Leadership Speakers for Your Next Conference. The American Management Association named him a “Leaders to Watch” and he has been twice named as one of the World's Top 30 Leadership Professionals by Global Gurus. Top Sales World has named him a Top Sales & Marketing Influencer several times, and his blog has been named on many “best of” lists. LeadersHum has named him one of the 200 Biggest Voices in Leadership in 2023.
What an awesome testimony to United Airline’s customer service! This needs to go viral! What a great feel good story at a time when we really need more of these! Inspiring!
Yep, went through a similar process myself recently – not so much the losing of something, but the concept of what customer service really is; something designed to help the customer but something that is a rote, corporate policy type of response Vs. going that extra mile and getting the thing done. I was all the things you suggest I the video, proactive, pushed for alternative solutions with, and was nice about it all, was grateful and even praised the salesman for some fine alternate thinking – even though it was my idea. It all worked out but I still am left with thinking about how we can get customer reps to start thinking and acting outside their company box.
You should think about Woolet. Its a wallet that you cant lose so should be perfect for you.
I think there is also a lesson about loyalty to a company/brand. Kevin was a frequent flyer, United Club member, flying first class. He was loyal to United. Would they have bent over backwards like they did for a non-frequent flyer in coach? Maybe. I hope so. But I am doubtful.
Marilyn – your point is a good one. I was upgraded to first class (I didn’t pay for it), and I am a member of the Untied Club. That fact gave me faster access to someone to talk to, and perhaps changed her disposition towards helping me. I’ll be hopeful too. and since we don’t work for United, the lessons for us in terms of providing (or creating an environment for) great Customer Service can extend beyond the “best” or “most loyal” Customers.