Customer Service gets a lot of lip service. However, Geoff Gregor, the manager of special services with American Airlines (at John Wayne Airport in California) takes that term seriously and follows the biblical admonition: “He who would be the greatest among you must become the servant of all.”
I first met Geoff when he overhead me requesting an aisle seat. He took it upon himself to ask another passenger, a friend of his, to swap seats with me. It was a brief but pleasant encounter, which indicated that Geoff genuinely tries to meet his customers’ requests if humanly possible.
. . .The next time I flew into John Wayne Airport Geoff greeted me personally and welcomed me along with several other passengers who he also knew by name. Later I met him at a seminar where I spoke and I admired a tie he was wearing. The following day Geoff met me at my departure gate and told me he wanted me to have the tie I had admired. He explained that he wanted me to have it because I had been special in his life and he felt that a gift that was meaningful to him (someone special had given him the tie) was more significant. Each time I wear that tie I get numerous compliments, and knowing its significance makes it doubly special. . .
What a delight to meet someone like Geoff in this hurry-hurry world of ours! Wouldn’t it be wonderful if all of us took that genuine-interest service approach to life and went the extra mile, as Geoff does?
. . . Adapted from Zig’s book, STAYING UP, UP, UP IN A DOWN, DOWN WORLD, Daily Hope for the Daily Grind, published by Thomas Nelson in 2000. Look for the book in your favorite bookstore or purchase a copy at http://www.ZigZiglar.com.
For more on the subject of how to be successful, read Zig’s popular book, “Success for Dummies,” published by IDG Books. It’s at your bookstore, and it’s also available from http://www.zigziglar.com.
