Zappos

It seems like every time I travel I come home and have some story about crazy passengers, annoying TSA agents, and just the overall experience of flying the [un]friendly skies. Yes, I am picky, but I also think we’ve lost the service out of customer service… which means the customer is left hanging. As companies fight for market share what many are finding is that service is actually what sets many companies apart. Think Zappos or Nordstroms.

I just came across this story back from May 2015 where Southwest Airlines elevated their service game. After reviewing a few articles about her story, here is a recap of what happened:

A woman is on a Southwest plane flying from Chicago to Columbus finds out her son is in a coma after an accident. The plane turns back to the gate and the flight attendant asks her to get off. At the gate they told her to call her husband. She finds out that her son, who lives in Denver, is in a coma after a head injury. This is what Southwest does:
_Offered her a private waiting area
_Rerouted her luggage
_Allowed her to board first
_Packed a lunch for when she got off the plane in Denver
_Her luggage was delivered to where she was staying in Denver
_She received a call from Southwest asking how her son was doing

Amazing right? Yet, should it be? I wish we did not think that was stellar service. I want that to be the normal type of service that we can expect. How often does this type of tragic thing happen to folks? Often. People travel to sick, hurt, and dying loved ones, but so often we do not know their story. The morale is — how can we raise the bar and make what Southwest did for this woman the norm?

We each have a way we enter the room. You might be loud and vivacious. Someone else might be quiet, accessing the other individuals in the room and then slowly open up as they get to know others. Either is fine. It is who we are. We each are different, unique, individual. Have you ever thought about how you leave a room? Not the actual exit of a room, but what aura, vibe, or energy that you leave?

It is something I think about often. The other night I was at a restaurant with my sister, her boyfriend, and Chris. Our table happened to be near the bar, and the people waiting for a table were yelling at each other (a man and a woman) and it was immediately behind where I was sitting. It felt like they were yelling at me. At one moment the woman rested her arm on the back of my chair. It was annoying. The energy around me felt toxic. Chris at one moment leaned over to them and said: “My wife is not your armrest.” (Don’t you love Chris). I love when he is just so direct!

In any case, my story is meant to illustrate that the energy you have in a room impacts those around you. Your energy can also have the same effect online. On blogs, websites, Twitter, Facebook, etc. This is why I love what Tony Hsieh (CEO of Zappos) has created for how he Tweets. He follows what he calls: ICEE – which stands for:

Inspire
Communicate
Educate
Entertain

I love this concept. It is something I have tried to stick to with Random Olio. To communicate inspiration, at times entertain, and share ideas that may help others think in new ways. I also try to think about that at work, when I am out with people, and with family. Obviously, I am not perfect, but what an ideal to strive towards. Wouldn’t the world be a better place if we each approached life with how we can inspire, educate, and entertain?

I am off to start my day with ICEE as my focus. Want to join me?