Q. How do you model customer service skills?
You’ve got to lead by example. Training, that process is
more of a demonstration
process than anything. There
have been a number of
instances over the years where
I’ve brought people home from
various parts of the country
and their ride was not there.
I’ll put their stuff in my car
and take them home myself.
Do what you’ve got to do to get
it done. Lead by example.
If you tell your people that
you should treat your customers the way you want to be
treated, if you show them by
example what you mean, you
have to make a point of going
above and beyond what somebody might expect and what
they get from your competitors.
Q. How do you recognize
employees who have excellent
customer service skills?
Simple verbal or written
acknowledgement of a job well
done is one of the most effective ways to recognize exceptional efforts. Sometimes, it’s
more effective than even monetary rewards, but for exceptional levels of performance on the
part of an employee, money is
always a nice perk. It always
fits and never goes out of style.
We get frequent communication via e-mail or letters saying
the planes were wonderful, the
trip was wonderful, and we
make a point of showing people when that happened.
Q. What is the benefit of
offering excellent customer
service?
If you do everything you do
on a daily basis the best way
you can and treat these people
like a customer who’s buying
an expensive product, they’ll
come back. From time to time,
they shop around, but if they
go someplace else, most of the
time you get them back.
If you don’t have a customer,
everything else becomes secondary because you won’t have
a business for long.
HOW TO REACH: Schubach Aviation, (760) 929-0307 or www.schubachaviation.com
