By Gina Trimarco, Chief Results Officer
On Veteran’s Day this year I had to fly on business. Typically I fly Delta because service is always great. Because of that I’ve even bought into being a Skyclub member. Not everyone agrees with me about Delta. Those who don’t agree may not have flown enough with Delta to value their service. Just like in any business, not everyone is the right customer for that business. The loyal, fanatic customer tends to see the good in you because the provider has done mostly the right things to make the customer happy. And that’s how I feel about Delta.
On this trip, on Veteran’s Day, Delta employees were consistent on my multiple flights in recognizing active and retired military. The employees made announcements at their respective desks and in flight, in addition to starting the applause that other travelers mirrored. On one flight they handed out chocolate covered caramels to everyone on board. It was classy and cool. And no matter how you might feel politically, it was a simple gesture to recognize a group of people who have sacrificed their lives for the rest of us. It was a teaching moment to remind us to reflect and be grateful, a basic life lesson. It strengthened my loyalty to a season and just one reason why I pay more to fly Delta than Spirit (my only real options based on where I live).
What simple and affordable thing can you do in your business to keep your customers loyal and loving you?
Customer Service = Sales. Everyone in your organization needs to realize they’re in sales, including you as the leader.
If you want to maximize, teach your people how to improvise.
ABOUT THE POST AUTHOR
Gina Trimarco, CEO/Founder of Pivot10 Results and Carolina Improv Company, is a serial entrepreneur with 25 years of experience in marketing, sales, operations and people training. Her personal why is to help people overcome obstacles to make the impossible possible. When the economy crashed in 2008 she opted to do something seemingly impossible to many by starting an unproven concept business instead of finding a new job. That business, Carolina Improv Company (CIC), has been #1 on TripAdvisor for Nightlife Attractions in Myrtle Beach, SC since 2010. CIC also spun off a second business, Pivot10 Results, a training and strategy company that helps businesses and executives shift from people problems to performance results. Trimarco produces produces and hosts two podcasts: The Pivotal Leader is and Women Your Mother Warned You About. She also is a member of the Forbes Coaches Council, a contributor to Forbes.com and TrainingMagazine.com, as well as a Vistage Worldwide member and official Vistage Worldwide speaker.