Nice to hear from you.

I’m pleased to hear that you’ve had great customer service from Southwest airlines too.

What intrigues me is that great customer service sticks out like a “sore thumb” because it’s so rare. A fact I find both depressing and encouraging.

Depressing because the service from most companies is so lackluster; the person who explained she couldn’t help me because she was “just the customer service person” springs to mind.

Encouraging because whether you present amazing keynote speeches – or superb enterprise software – for a living, it doesn’t take much for us to stand out.

Please give my regards to your colleagues,

Steve

Steve: This is something we should all remember! They really drink the kook-aid at Southwest, I have seen that same enthusiasm from their gate attendants before. It is almost as if "they own stock in the company". Maybe we should all treat our customers both internal and external customers as if "we owned stock in the company". When I read your comments I thought wow… "When all else fails, go the extra mile". Don’t just do enough…. do more than enough. Very inspirational to me!! Thanks Steve…