E-couragement: Where's My Suitcase?

Lost Luggage“People don’t judge you on the basis of your mistakes—they judge you on the manner in which you own them.” Jason Fried Things started to unravel after the National Speakers Association Winter Conference had wrapped up. My departing flight from sunny Tampa, FL was delayed, causing me to miss my connection. I was rebooked and spent my evening hanging around Hartsfield-Jackson International Airport. When I finally arrived in Greensboro, I learned my bag had remained in Atlanta. After providing the required information, the frazzled attendant mumbled, “Mr. Schlentz your bag is on the next flight from Atlanta. It should be at your house around 1:30 AM” The cynical side of me thought, sure it will…I won’t hold my breath. That’s when the good stuff started.

Leaving the Lost Bag desk, I entered the traditional customer dead zone. That’s when a shroud of silence causes a customer to wonder if a company will actually deliver what they promised. It produces feelings of uncertainty and vulnerability. We teach our clients how to fill these gaps with meaningful and timely communication in order to create a loyalty experience for their customers. I had no idea I was about to encounter the most well executed customer communication I’d ever witnessed. Here’s how it went down.

Shortly after arriving home, I received this email:

  • 11:52 PM. Dear Mr. Schlentz, welcome to WheresMySuitcase.com! We will be handling your delivery. We work directly with the airline to get your baggage back to you as fast as possible. For your convenience, we offer a unique website which allows you to set your personal delivery preference and track your baggage status in real time. You can even waive signature at delivery so you won't be disturbed. 

I thought, huh, it’s nice to have this option and requested the signature waiver. Feeling a little more secure about the arrival of my belongings, I dozed off. Here’s what happened next:

  • 12:03 AM. Dear Mr. Schlentz, a request has been received to waive signature upon delivery for your baggage. This means you will NOT need to sign for your baggage when it is delivered.
  • 12:35 AM. Dear Mr. Schlentz, your baggage is now out for delivery. Your driver's name is Kent; you can see a photo of him and follow the delivery route by clicking on the link below.
  • 1:19 AM. Dear Mr. Schlentz, our driver delivered your baggage at 1:13am EST.

Dang. Four well constructed emails that addressed every possible concern I might have. I am now a raving fan of WheresMySuitcase.com. I understand it’s an automated system—I don’t care. What I care about is how they understand what their customers are thinking and feeling. They walked by my side through the uncertainty, making me feel important and valued. If you’re going to engage your customers and create a loyalty experience for them (perhaps they’ll write a blog about it), figure out where your communication dead zones are and fill them with valuable customer centric information. If WheresMySuitcase.com can create a system like this, so can you.

Leave your comments: What experience has caused you to become a loyal customer?

E-couragement ArchivesRich SchlentzComment