Everybody talks about Customer Service and Satisfaction
We call Customer Service and Satisfaction ‘The Old Gray Mare’ because she ain’t what she used to be. There was a time when you didn’t have to teach people the finer points of customer service. This is no longer true, and we find that customer service has taken a backseat to everything we do. Today, you have to provide both service and satisfaction because the concept of service has all but disappeared.
You typically think of customer service associated with the restaurant industry, but you can have a customer service experience with almost any interaction you have with an employee while out shopping. Beginning as a teenager cooking crabs at the beach in Ocean City, MD, our chief pilot, Doug Gantt, has spent many years in the foodservice industry. He has served as unit manager, district manager, and corporate manager in his career before discovering the joys of providing smiles to the thousands of delighted passengers over the years in hot air balloon rides all across this great country, and around the world.
We here at Albuquerque Balloon Worx are dedicated to providing you the finest in hot air balloons and balloon flights. In order to do this, we take many factors into consideration including our passengers age, health conditions, and weather conditions. In order to provide for the safety of our passengers and staff, we reserve the right to refuse to fly anyone we feel who is not in able-bodied condition to operate as a crew person. We will also not fly if Mother Nature is not smiling on us that morning.
Doug has delivered presentations to Chamber of Commerce’s on the subject of Customer Service and Satisfaction to business leaders across the United States. You can’t have one without the other, and he is available to talk about his experiences, his ballooning career, and how superior customer relations will help deliver an enhanced bottom line all while utilizing outstanding customer service and satisfaction.
My Three Customers
Any business or organization, regardless of their size,
purpose, and make-up have Three Customers:
Patrons – these are the people who come to your business or organization with money in hand to pay for your goods and service.
Employees – these are the people who manufacture your good and services, take care of your patrons, and/or provide a service to them.
Suppliers – regardless of the type of business you are in, for profit, not-for-profit, etc., without suppliers to provide you with all the materials necessary to run your business, you are dead in the water.
Yes, you have Three Customers! Take care of them and they will take care of you.
Without patrons, or passengers, we would couldn't fly and share our joy of ballooning with them. Without employees, or crew, we couldn't get our balloons in the air, and they wouldn't be able to follow us in chase, and be there when we land. Without Suppliers, or our balloon manufacturers, we wouldn't have these beautiful balloons to fly our passengers in!
We are available to visit with your organization or group and talk about our flying career that has taken us around the world and Customer Service and Satisfaction as well as provide on-site balloon inflations and tethers.
The Terrific Three Times Two
The Three Key Elements
Customer – Service & Satisfaction: Not enough to service – you have to satisfy them so they want to come back
Employee – Selection & Training: Select – Don’t just hire, and Train – Prepare them for success - theirs and yours
Supplier – Relations & Retention: Get the Best Products, at the Best Price, Delivered On time
Do business with someone who wants to do business with you
Having To Replace your Patrons, Employees, and Suppliers will cost you dearly as you suffer through Lost Time, Wasted Money, and Ineffective Effort.
The Big Three
People: With whom all things are possible – are they an asset or a resource
Products: Your goods and/or services
Profits: It is OK to make money; it is an outcome and not a goal
Growth comes from increasing your revenue and not from cutting expenses.
Some days are indeed like a juggling act where you are balancing all three at one time.
Make Customer Service and Satisfaction a Daily Performance to Remember and Not an Act to Forget!
