But one important detail was left out of The London Times, USA Today and every other newspaper I know of that reported the story. And that was the extraordinary service I received from that men's clothing shop in Roanoke, a store called Davidson's.
The salesperson I dealt with and the owner did everything humanly possible to find me the clothes I needed, then make sure the pants were properly hemmed and pressed, and get me back to the conference hotel in time for my presentation. It was one of the finest examples of customer service I can remember. And I raved about it to the reporters who contacted me about the incident.
Not one story ever mentioned it. Not one story even mentioned the name of the store. But millions of people have now read or heard about the poor service I received from Delta.
And that reflects two simple facts we all of us in business need to remember.
First, the complaints do spread far faster and far quicker than the compliments. Second, every company that gives lip service to customer service but doesn't really deliver it, opens up opportunities those few companies that really practice extraordinary customer service.
If you're ever in Roanoke and you need men's clothing, check out Davidson's. You won't be disappointed. Even though it didn't get in front of millions of people in USA Today, The Indianapolis Star, NBC Nightly News, The Qatar Peninsula, etc., I have told literally thousands of people about Davidson's. And now I've told you.
Author, Barry Maher is also a motivational keynote speaker and an expert trainer with expertise in leadership, management and communication. His book, Filling the Glass was honored as "[One of] The Seven Essential Popular Business Books." Contact him and/or sign up for his free monthly newsletter at www.barrymaher.com.