A Shuttle Ride and a Customer Service Lesson

I got on a rental car shuttle bus at Houston's Bush Intercontinental Airport on Wednesday evening, and noticed that the shuttle driver helped people load and stow their heavier bags onto the bus. At the time I thought that was pretty great, and realized tat I hadn't seen that very often lately on rental car shuttles. In the "old days," when each rental car company had their own buses, you would see that sometimes. But now, with buses taking everyone to the common rental car areas, it seems another loss of a Customer Service touch.

I didn't think much more about it until yesterday morning, when I rode the shuttle back to the terminal. There where three of us getting on the bus and the driver helped each of us. Great, I thought. Then we got to Terminal A and the driver, gets off, and sprints to the back door to help the first two passengers with their bags.

He sprinted. And as he walked back to the drivers seat, he made eye contact and smiled at me, making sure I was going to the correct terminal on the next stop.

He sprinted.

He smiled.

He gave great Customer Service.

The lessons?

• There are opportunities for great Customer Service everywhere.
• Customers will notice, even if what you are doing could, should, or used to be the standard.
• Little things make a difference.
• And it appears to me that someone leading the rental car shuttle bus drivers in Houston is doing a great job.