An Extraordinary Virgin

Positively Outrageous Service

https://youtu.be/xNA95PqRuts Is it me or does almost everyone have a story about awful airline service? Relax. You’re probably not the guilty one. Airline stories are abundant because the consequences of an airline screw-up can be so awful… missed flights can mean lost sales, ruined vacations… you get the point. Andrew was running late for his Virgin America flight, and yes, it was his fault. So who would blame the gate agents for closing the flight after Andrew had failed to either show-up or answer several attempts to contact him? There stood poor Andrew, nose pressed against the window, begging to be an exception to the rule. You know the rule, don’t you Andrew? We all know the rules about no boarding within ten minutes of departure time or once the aircraft door has been shut. But that’s thing about rules… employees can choose to bend them, break them, of God forbid, follow them exactly. The truth be told we usually end up getting the service we deserve. Occasionally, a customer might attempt a little advanced schmoozing in the hope that a minor amount of groveling and touch of puppy dog whimpering will win over the gate agent and get himself invited to board. More likely the results won’t begin to measure up and customers fall back on their usual poor behavior. “I’ll have your job. I’m a personal friend of your company president. You’ll be sorry.” Just about anyone can manage at least a hint of service that is at least borderline acceptable. But it takes special people working in special organizations to get service that is truly Positively Outrageous Service! Mr. Szabo? You can board now. Mr. Szabo? Sir? Sir you can take your nose off the glass. We’re going to let you board! We may be stretching the truth just a little but certainly not by much. Boarding a plane that by all rights should have left the gate without you, well, that’s Positively Outrageous! Do your policies or procedures prevent you from providing Positively Outrageous Service? Need help creating a culture of Positively Outrageous Service contact us at 803.792.5555!