To improve customer service: Understand your purpose

Here is your Daily Dose of Amazing Service:

Understand your purpose

And here are some additional thoughts on this topic…

A few years ago I wrote an article about the Charlotte Airport.  I couldn’t help myself because it’s a wonderful place to spend time between flights.  They have done some amazing things to offer their travelers a good experience.  Among large busy airports, it’s my favorite. (To see why, click here for the article.)

I believe the people who manage the Charlotte Airport see their purpose as offering their customers the best experience possible. Their focus seems to be to make travelers comfortable and help them relax, if only just a little. Yet other large airports seem to take an entirely different view. Their purpose seems to be to get people in and out for as little cost as possible. Their focus seems to be more on moving people back and forth than offering them an experience.

And the difference is striking. If you travel much, you know how stressful and uncomfortable most airports can be.  But the Charlotte Airport is fun.  It’s a destination to look forward to. All because they have a different purpose than other airports.

Today, think about your real purpose as it relates to your customers. Focus on the people and experience aspects of your job. If you were your customer, what would you want your purpose to be?