The JetBlue Customer Experience, Sliding

How many times have you been trapped at an airport and feeling that those desk agents' purpose in life is to prevent you from getting home in time for a (insert major family event here)?

In Mark Hurst's latest Good Experience, he recounts his recent customer experience in The JetBlue Customer Experience, Sliding.

A big lesson I come away with is that it is absolutely essential to the future of a company to always tell the truth. Everyone who knows me will tell you that there is nothing I dislike more than a LIAR! (This is where I'd love to include a live link to my ex's blog!) With the big push for transparency at every level coupled with the instantaneous connectedness of customers and potential customers, honesty is a 'no brainer.' That and making good for any inconvenience they may have experienced goes a long way. People will understand if you're upfront and honest and, if the situation calls for it, offer a simply, genuine "I'm sorry". They will forgive. They will continue as your customers. And, they will refer people to you!

For those of you not acquainted with Mark Hurst, he's the guy who conceived and produces the annual GEL Conference, a kind of New York counterpart to the TED Conference. His company, Creative Good been engaged for years in working with client companies to develop and execute customer experience strategy.

Walk the Talk Mid-Week Motivator

I don't know about you, but I really appreciate daily reminders/motivations/affirmations/whatever, especially since the buck stops at my desk. Consequently, I've subscribed to a few regular M-F newsletters to help get me going in the mornings. Certainly, they don't all hit it every day, but they do jump start that internal cheerleader who reminds me of what's important.

So, this morning when I opened the WalktheTalk.com newsletter, I read this list.


OUR CHARACTER IS SHOWN BY…

The jokes we CHOOSE to share…and not to share.
The derogatory terms we CHOOSE to use…and refuse to use.
The promises we CHOOSE to break…and the ones we keep.
The rumors we CHOOSE to spread…and those we ignore.
The resources we CHOOSE to waste…and those we use wisely.
The lies we CHOOSE to tell…and not to tell.
The responsibilities we CHOOSE to accept…and those we shirk.
The courtesies we CHOOSE to extend…and fail to extend.
The efforts we CHOOSE to put forth…and not put forth.
The quality we CHOOSE to provide…and the corners we cut.
The information we CHOOSE to share…and that which we hoard.
The listening we CHOOSE to do and not do.
The respect we CHOOSE to give…and fail to give.
The helpful hands we CHOOSE to extend…and those we keep in our pockets.

As I read each one, I thought about how it applied to me personally, then how it fits into my professional life, as a company owner, a service provider, and an evangelist of the customer experience.

I don't think the "rules" for great customer service can be expressed any more eloquently than in those used above that define character.