Here are a few examples of companies that have decided to put consumers first.
1. Trader Joe’s Braves a Winter Storm for an Elderly Customer
An 89-year old Pennsylvanian was snowed in around the holidays, and his daughter was concerned he wasn’t going to have enough food to last the inclement weather. The daughter called multiple stores trying to find someone who would deliver, and finally learned that Trader Joe’s doesn’t normally deliver, but it would in this special instance. It took the order, and also suggested other items that might fit the elderly man’s special low-sodium diet.
After the daughter ordered around $50 worth of food to be delivered, the Trader Joe’s employee told her that she didn’t need to pay for it, and to have a Merry Christmas.
The food was delivered within 30 minutes of the phone call, and the holidays were saved for one elderly man and his family.
2. Free Tickets From the Jet Blue People Officer
If you fly Jet Blue, you might just run into the mystical People Officer. One such passenger reports of the People Officer standing up mid-flight and announced that he had free tickets to give away to anywhere that the airline company flew. The man played trivia games, and handed out tickets to anyone who knew the answers. In all, around a dozen free tickets were handed out during the mid-flight games.
The Jet Blue employee then went on to ask if anyone had any suggestions or concerns with Jet Blue, and answered questions about upcoming possible promotions. Think he made any life-long Jet Blue customers from that one plane ride?
3. United Airlines Saves Your Seat, Books a Flight
New York Times best-selling author Steven Levitt wrote an article about how United Airlines turned him into a customer for life in a couple ways. Steven was running late, and unlike other airlines, they actually saved his seat until the last second. On another occasion, United Airlines called him and informed him that his flight was delayed by a few hours, and they saw that he was in the airport. The call went like this:
“I see that you’re at the airport and your flight is delayed a few hours. A seat opened up on an earlier flight, so I grabbed it for you in case you wanted it. It leaves in 40 minutes, so you’ll have to hurry.”
These two events, Levitt explains, turned him into a life-long customer of United Airlines.
4. Starbucks Wants You to Have an Experience “Nothing Short of Fantastic”
Disgruntled Starbucks customer Jason called in to the company’s corporate offices after a mixup with a New Jersey branch’s barista. Instead of simply giving him a refund, the customer service representative told Jason that they needed to “make him whole, and give him an experience nothing short of fantastic.” They promptly filled his rewards card with $50 of store credit.
5. Chik-Fil-A for Seatbelted Drivers
The South Carolina highway patrol started a program with Chik-Fil-A last November that rewarded drivers wearing seatbelts with Chik-Fil-A coupons during traffic violation stops and roadblock checks. While highway patrolmen aren’t known for their “customer service,” this is an interesting and fun way to reward good drivers.