Thank you for all of the wonderful responses to yesterday’s T4D about customer service and Delta airlines. Many of them can be viewed at kirkweiseler.com/t4d

The response from Tony T4D reader in Maine was such an outstanding example of the spirit that I believe we should be aspiring too… it is today’s T4D.

Kirk,  I Had to share my story of the best customer service I ever had.

I subscribe to an online DVD rental club (Netflix). In a bleary eyed morning after turning 40, I put one of my kids DVD’s into a Netflix return envelope. I sent it back instead of the Netflix DVD. So, I emailed their customer service. I had very low expectations of getting the DVD back. They process millions of DVD’s everyday. They emailed me back and asked for a description. A few days after I responded, I got the email back that I had dreaded. Basically, it stated that because the DVD was a title that they also carried and the volume of DVD’s, they could not locate my lost DVD. Here is the kicker.  They said that they would refund $20.00 so I could go out and buy a NEW DVD!  And, they did it!

I have to say I almost wept at that point. This was a company that has thousands of customers, no physical stores and is growing rapidly. They did something that I think went beyond customer service. They have locked me in as a customer for life. Your experience with Delta reminded me of what good Customer Service is. In the world of the internet, where I am a faceless IP address, Netflix made me feel like the only customer they had.

Take care. Enjoy the holidays. I know you can make Delta into a Super Duper Pooper Scooper!

Tony Schwieterman 

I’ve spent the last couple of days in an intermittent dispute with Delta airlines Sky Magazine where I had purchased some advertising space in their December issue for my “Dog Poop Initiative” book.  Then on a couple of flights late last week I was dismayed to find November’s issues still in the seat pockets.  Where is the magazine I Paid to be in?”  I asked, “and why isn’t it on these planes yet?”

Being on par in terms of price and quality only gets you into the game.  Service wins the game.  ~TONY ALESSANDRA

Our greatest asset is the customer! Treat each customer as if they are the only one!
LAURICE LEITAO

People expect good service but few are willing to give it.   ~ ROBERT GATELY

Well done is better than well said.   ~ BENJAMIN FRANKLIN

To my customer.
I may not have the answer, but I’ll find it.
I may not have the time, but I’ll make it.
UNKNOWN

Here is a simple but powerful rule - always give people more than what they expect to get.  ~ NELSON BOSWELL

In business you get what you want by giving other people what they want.
ALICE MACDOUGALL

You’ll never have a product or price advantage again.
They can be easily duplicated, but a strong customer service culture can’t be copied.
JERRY FRITZ

Although your customers won’t love you if you give bad service, your competitors will.
KATE ZABRISKIE

If you make customers unhappy in the physical world, they might each tell 6 friends.
If you make customers unhappy on the Internet, they can each tell 6,000 friends.
JEFF BEZOS

Customers don’t expect you to be perfect.
They do expect you to fix things when they go wrong.
DONALD PORTER