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Jul01
Excellence in customer service
I arrived in Salt Lake City from London just before 20:00 one Saturday evening recently. I knew there was a UTA bus which would take me downtown: having found it I got on and asked for a ticket. I told the driver which hotel I was going to, and was given comprehensive instructions on how to reach it – he was apologetic because on Saturdays I had to change onto the TRAX light rail in the city centre.
Having found my seat, the driver then came up with a system map, an airport bus timetable and a TRAX timetable.
As I got off, he gave me comprehensive directions on how to catch the right light rail train, where to get off, and the route from the stop to my hotel.
I was impressed. The driver recognised that I needed a bit more help than usual, and went out of his way to give it. It really brought home the point that anyone can do their job: it takes thought and imagination to do that job well in a way which really satisfies the customer. Congratulations, UTA, in delivering excellence!
Do you have any good stories like this to share?
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