Good Service and a Few "Extras" - Lessons Learned from Virgin

No one likes to fly these days with the bloated price of tickets, the surcharges for luggage, the long security lines and bad attitudes. Not to mention airlines are getting really bad press on a daily basis. But there is an airline that's trying to attend to customers in a way we might be able to all learn from in my opinion, Virgin America.

Make Something Unfun, Fun

They have very cool pink and purple mood lighting on the planes and fun lounge music playing when you get on. It takes the edge off as you worry about having enough room in the storage compartment for your oversized bag that you stuffed too much. Oh and everyone greets you with a smile.

Don't want to wait with everyone else at the gate? For $40 you can be as cool as the Upper Classies and hang in the in the Lounge. There you enjoy free WiFi, food and drinks as well as super cool furniture, TVs and

Offer Something Extra

They offer electricity for you to have your iPod, your computer any electronic device with a normal outlet ON THE PLANE. Seems like something very small, but it's the only airline that offers this. I'll fly them on longer flights just to have that in order to work, watch a movie or catch up with email.(We can get soil from Mars, can't believe it's taken this long for electricity on a plane, but I digress) They're also testing WiFi on a few flights too.

They offer live TV which is fine, unless you're watching the semi-finals of the European Soccer match and ESPN skips through the goals. Bummer.

You can order food and drinks when you want with your credit card through the entertainment system. On-demand, what a concept!

Have Really Great Communications

Before one particular flight a gentleman came out to the waiting crowd during a delay, introduced himself as the pilot, apologized profusely for their actions and told everyone this is not how they want operate.

On another flight they passed out free drink or movie coupons because the in-flight entertainment system was not working correctly. They addressed it on the plane to avoid any disgruntled customers.

So it seems that a big business like Virgin is trying to go the extra mile to make flying cool again. Here are a few ideas I can think of for some other small businesses:

• Dentists - Offer movies while your patients get worked on or music with headphones.
• Car Dealerships - Offer coffee, muffins and TV in the waiting room while your customers get their car worked on. Offer a "kids area" to keep the tykes busy with kids books, some small furniture and crayons.
• Software & Hardware Companies - Spice up your copy in your marketing materials with some humor to break through the "serious tone" of what you're selling.

Whatever you sell, going the extra mile for your customers these days is more important than ever. What's your extra mile?

Comments

[Aiko]

Hey - I want more nonprofit ideas in your examples.

[Stephanie Eyre]

With so many people needing to fly these days it's nice to know there is an airline out there that really cares about making their customers happy and comfortable. Customer service is such a huge thing to me and after reading reviews on this airline that seems to be their main focus. I've just recenlty read a book customer service book on customer service and alot of thing pointers mentioned in it are things that Virgin America is doing. I've never flown with them but it's one i'm definately going to consider next time I fly.

[Stephanie Eyre]

It really sounds like this airline is trying to do things to make their customers happy and comfortable. You really don't see that too much with other airlines. With so many people flying now days it's nice to know you can be taken care of on your flight. I've just recently read a book customer service book about customer service and there are some good pointers in it that could really help improve customer service and it sound like your airline is doing a great job just at that.I personally have never flown with Virgin America but after reading the great reviews on it it's definately going to be one to consider next time I fly.

[Carrie T]

Wow! This sounds like an awesome airline! I fly about once a month and have found the need to plug my lap top or i pod in to recharge. That would be so convenient to have during a flight. It is so refreshing to see that some companies still know what customer service is all about. I have been researching this and recently took a customer service survey to see how well I understand customer service. I didn't do too well, but it helped me to see some things I could work on.

[Jan Richards]

Great post!

Key part of great communications (sounds easy but it's not): great listening.

[Email Marketing Journal]

Wow! We never knew they had these features as we have never flown them. Honestly little extras that airlines can offer really will go a LONG way. We are flying tomorrow and are so disappointed to see wher are only allowed ONE checked bag of luggage... ridiculous! Great post!