Recently PCE had to fly to Singapore to deliver a presentation. It was a fly in and fly out. All up the total time spent in Singapore was just on 24 hours.
The quirk with that jet set tour was that PCE had the same flight crew on the way to Singapore and on the way back home.
On the way in amongst enjoying the inflight entertainment, PCE prepared the final touches for the presentation including reading some psychology journal articles. This was noted by two members of the flight crew and a short and let's say less than 2 minute conversation was had about what PCE was reading and why.
24 hours later whilst in the boarding gate lounge, as the flight crew walked through, PCE was tapped on the shoulder and asked "how'd it go....the presentation?".
It's nice to be remembered.
On board the second member also engaged, inquired how the presentation went and then after take off provided exceptional service.
Now PCE love great customer service and love to tell people about it and feedback to the providers of that service.
SO PCE conducted a little experiment: we tweeted the customer care twitter account of the airline sending thanks from passenger 54D.
Customer care tweeted back: thanking PCE for the feedback and that they'd pass it on and they looked forward to welcoming PCE back.
As a contrast a colleague of PCE after landing at an airport was when crossing the road physically hit by an airline van that continued on without stopping or apparently noticing they'd impacted a pedestrian.
An email to advise what had happened was sent to the airline, two tweets : no reply.
How service companies manage feedback and complaints are moments of truth for companies and differentiate companies from those you would promote positively and those you would negatively detract from.
But what is alarming is that many in financial services, in customer service industries do not actively seek or respond to feedback and when faced with a complaint have inadequate procedures or empowerment of staff to actually take any meaningful action.
PCE sheds no tears for companies battling for the consumer dollar when a look at the company client experience leaves a lot to be desired.
So the challenge for you as a service provider?
Assess your feedback mechanisms : how do you ask for and respond to feedback : is that process known by your clients and accessible? Do you make clients aware of how they can provide feedback and do you actively ask for it?
And what about your complaints philosophy : once again how do you respond?
If your process lacks on these fronts you are missing tapping into aspects of what clients actually look for when utilising your services.
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