When my 5 yr previous noticed his little purple suitcase tumble down the luggage declare on the SouthWest Airways terminal in Salt Lake Metropolis, he cried. It seemed prefer it had been hit by a tanker truck, in all probability as a result of it had. The plastic deal with was ripped clear off, the zipper was shredded, and doable tire marks ran throughout the highest. Jack sobbed, “That was my favourite bag Dad.” I felt dangerous, however a full day of airline journey might be arduous on anybody, notably a 5 yr previous so I took the tears in stride. For me it was the tip of our trip and I simply wished to go dwelling. My spouse alternatively, (who’s extra delicate to the sobbings of a 5 yr previous than I’m) determined to take each he and what was left of his baggage to the luggage declare desk to see what SouthWest Airways may do.
10 minutes later my son emerged with a model new bag, nonetheless wrapped within the plastic. “That woman in there gave me this” he introduced “She mentioned they did not have any purple ones so I picked the blue.” The smile on his face and the short wave from the pleasant SouthWest Agent behind the luggage counter capped an incredible eight day trip. I used to be pleased that he was pleased and I have been fascinated by my expertise with SouthWest Airways ever since southwest phone number.
This morning I known as SouthWest’s public relations division to share my story. Brad Hawkins, Communications Supervisor took my name, listened intently to my story and graciously answered just a few questions. What I actually wished to know was why they changed my son’s crummy bag with a brand new one. Candidly, Hawkins defined it to me. “We promised to ship a terrific expertise for you and your loved ones and we did not dwell as much as that expectation. So we did what we may do to make that proper.”
I argued that the price of changing the bag should have apparent brief time period monetary ramifications to their backside line. “True” he assured me, “however constructing a long run relationship with you and your loved ones is our most necessary aim right here at SouthWest Airways.” That sounds nice in concept but, fewer and fewer corporations take that relationship critically anymore. At this time it is in regards to the fast buck and automating as a lot as doable. Non human know-how handles an increasing number of of our human interplay and typically that is simply unhappy. Within the rush to be the quickest many have forgotten the artwork of being the friendliest first. “We’ve tips to empower folks to do the suitable issues” Hawkins defined “It is the Golden Rule. Deal with folks the best way you need to be handled.”