I’m know for helping companies with ideas and strategies to grow their business. While customer service is certainly part of growing a business, my topic areas focus more on Internet Marketing, Monetizing Social Media and Innovation. Recently, I was flying back from speaking at the International Franchise Association (IFA) and my layover was in Atlanta Hartsfield Jackson International Airport (ATL) and witnessed an amazing display of customer service.
I stopped into Popeyes Chicken, ATL Terminal C for a quick lunch. It was crowded and I didn’t have very high expectations for fast food airport service, but was amazed at what I saw. There was this Popeyes Employee greeting customers, wiping off tables, getting people napkins, forks, salt and pepper, assisting with luggage and carrying trays to tables. What was interesting was his approach to how he worked. He moved his butt, smiled, was very helpful, warm and friendly. You could tell he actually cared and tried to give people a unique experience. I watched as people smiled back and several of them tipped him for the service.
I don’t think he was working hard only for tips, he seemed to actually care about taking care of the customers. Now I have a few professional speaker friends of mine, like Shep Hyken and Mark Sanborn ,who specialize in Customer Service or Eric Chester who specialized in work ethic, and they could give a better definition of the traits, qualities and actions of customer service and leadership, but I’m going to call it “give a shit”.
Not to just use profanity, but in keeping it real… this guy cared. It showed in his smile, attitude and approach. I only have a dozen employees now. I’ve run companies with many more than that, but regardless of the number of employees you may have, you want to find the ones that care… and avoid those with entitlement mentality who think that the world owes them a living. Okay, back to the Popeyes guy…
Before leaving I asked for his name and he said, “I’m Dwayne Hayes…. How Can I Help You” I said, thank you for your approach to your job, work ethic and service. Gave him a tip and snapped this quick photo. I also got the number to call in kudos for him Popeyes Corporate at 1-800-682-0219. If Dwayne Hayes served you… you should call too.
When I returned back to my office I googled him and found that Mr. Hayes is known for his customer service throughout Hartsfield Jackson, he won the Ambassador Award for the airport in 2009 and was runner-up in 2010.
Whatever he’s being paid… it’s not enough. If you fly through Atlanta, stop by and see for yourself the amazing display of outstanding customer service.
And if Shep’s reading this blog post… you should include his story in your next book.
Do you have examples of outstanding customer service… post your thoughts or feedback in the comments section below!