Wednesday, July 13, 2016
Surprise and Delight
Few things excite me like making a real-world report as a surprised and delighted customer of my airline-employer. I'm traveling Atlanta/Chicago today at 1701, prime time.
I arrived at the airport via train at 1535. Upon checking, I learn that my flight is departing on-time. Checking a little deeper, I learn that the aircraft for my flight will be arriving early from ChIcago.
I stop into the Club, upstairs, near gate 10. As soon as the elevator doors opened, I noticed it. I knew in an instant that the sophisticated, modern, attractive yet subtle aroma I smelled had to be the much-hyped "Landing", my airline's soon-to-be signature fragrance. To confirm my suspicions, I asked the smiling agent who greeted me.
"Yes, it is! I'm can't believe how many people have remarked upon it."
As I moved into the club area with food and drink, I wondered if it might be too much, if "Landing" might not mix well with eau de red pepper & Gouda soup. But the transition was actually pleasant.
As I write this, I'm enjoying a crisp, refreshing glass of nicely chilled prosecco. Muted conversations all around me and the occasional laugh reveal calm, relaxed customer experiences; the sounds of the anxiety-free.
And I'm thinking, "Now, this is the way an experience with My company
I'd love to share that experience with you. I hope I did.