How To Surprise A Customer

On this blog I recently wrote about a situation where two cultures collided: Singapore Airlines vs Frankfurt Airport Staff.

I think it’s just fair to give you an update: Being back home I asked my assistant to claim the damaged baggage which was instantly picked up by DHL. A couple of days later, the bag returned and it was repaired. My assistant said to me, „They told me they couldn’t repair it good enough, so you’ll get a new one.“ I checked the bag over and over and thought it was perfectly repaired. I thought it was a communication error.

Sure enough, another couple of days later, a new bag was delivered to my office. It was the identical bag – and this was really not a cheap one from probably the best German travel cases brand. I was not only pleased, but surprised. I sent an email to the guy at Frankfurt Baggage Service and to the lady at Singapore Airlines who were responsible for the case, telling them they didn’t need to substitute the bag since the reparation of the old one was all I expected. They told me they are happy to have a satisfied customer.

Well, I am not only satisfied, I am thrilled. It’s good to know that there are people outside who take care of you especially when an accident occurs. This makes thrilled customers. The two persons went the extra mile and made me write this blogpost since going the mile extra is exactly what we advocate. Thanks so much.

Yours,
Guido Quelle

(c) 2012, Prof. Dr. Guido Quelle, Mandat Consulting Group